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IntouchCX
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Operations Team Lead

Operations Team Lead

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

IntouchCX

1 - 6 years

5 - 7 Lacs

Hyderabad

Posted:5 hours ago

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Job Description

Role Overview

IntouchCX is hiring a Team Lead to manage, mentor, and guide Customer Service Representatives (CSRs) to deliver exceptional customer service and meet key performance targets.

Key Responsibilities:

Team Management & Development: Direct, train, and coach CSRs; drive employee engagement and career growth; build incentives to keep teams motivated.
Performance & Operations: Track KPIs and Service Level Agreements (SLAs); analyze data to identify and fix underperforming areas; collaborate with Workforce Management on scheduling.
Client & Brand Expertise: Master partner products/promotions, uphold brand standards, and represent operations in client meetings.
Cross-Department Collaboration: Partner with HR, IT, and support teams to resolve workplace and operational issues.

Qualifications & Requirements:

Education: High school diploma required; post-secondary degree (especially in Business) or equivalent combined experience preferred.
Experience: 1 to 5 years in a contact center setting,
with at least 1 year in a Lead role.
Skills:
Proficiency in spreadsheets and reporting (Google Suite experience is a plus).
Experience handling escalated customer issues.
Strong organization, prioritization, and critical thinking skills.

Availability:

Ability to work flexible shifts (days, evenings, weekends, and holidays) in a fast-paced environment.

Note: Immediate joiner only

Skills Required

Leadership Shrinkage Voice Coordination Lead Operations SLA International voice process Attrition

Learn the skills this job asks for

Voice process (calls)

Free courses, interview questions and practice for each skill.

Work Mode

Work from Office

Job Type

Full Time

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Operations Team Lead