Operations Team Lead

As an Operations Team Lead at Live Eye Surveillance, you will play a crucial role in managing day-to-day operations, ensuring customer satisfaction, overseeing real-time monitoring and surveillance activities, analyzing data for fraud transaction analysis, and leading a team of operations staff. Your responsibilities will include collaborating with various departments to optimize processes, enhance operational efficiency, and deliver exceptional service to clients. - **Client Relations:** - Provide top-notch services to clients and prioritize their service requests. - Regularly interact with clients to gather feedback, suggestions, and areas of improvement. - Maintain an updated client communication matrix. - Keep the team informed about updates from stakeholders. - Focus on expanding the current client base. - **Escalation Management** - **Operations & Project Management:** - Manage a team of ATLs and assign them daily/monthly targets. - Motivate the team to achieve daily targets and organizational goals. - Ensure the team meets daily/monthly targets consistently. - Review the team's hourly/daily performance and strategize improvements. - Delegate daily tasks to ATLs and SPAs. - Optimize team roster to minimize day-offs and leave requests. - Provide daily performance reports to management and HR. - Monitor and improve the quality levels of the team. - **Daily Reports & MIS:** - Review daily reports submitted by the team and offer feedback. - Maintain up-to-date reports in the portal and share them regularly via email. - Complete assigned tasks on ZOHO Projects and submit reports to your superior at the end of the shift. - **Training & Development:** - Identify training needs of team members related to processes and interpersonal skills. - Conduct training sessions to enhance team members" confidence, product knowledge, and communication skills. - Work on process improvements and share knowledge among the team through calibration sessions. In addition to your responsibilities, you should possess the following qualifications: - Strong customer satisfaction skills - Analytical skills for data analysis and fraud transaction analysis - Experience in operations management - Proven people management skills - Excellent communication skills - Knowledge of security and surveillance systems is a plus - Bachelor's Degree,