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Operations Team Lead

Operations Team Lead

2 years

0 Lacs

gurugram haryana india

Posted:7 hours ago| Platform:

Apply

Skills Required

support drive reports analyze data communication management

Work Mode

On-site

Job Type

Full Time

Job Description

(Technical Process)

Process: Technical Support
Shift: Rotational Shifts
Week Off: Rotational

What You’ll Do:

Lead a team of technical support advisors & drive performance metrics

Manage day-to-day operations, SLA delivery, NPS & quality enhancement

Coach, mentor & develop team members through regular feedback & training

Handle escalations & ensure best-in-class customer experience

Prepare performance reports & analyze data for improvement opportunities

Collaborate with cross-functional teams for seamless operations

What We’re Looking For:

Minimum 2+ years' experience as a Team Leader in a Technical/Contact Center process

Strong communication, team management & analytical skills

Ability to motivate teams & deliver results in a high-performance environment

Experience in handling KPIs such as AHT, CSAT, SLA & Quality

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Operations Team Lead