Operations Team Lead

The Operations Team Lead will oversee day-to-day contact center performance, ensures agents meet quality and productivity goals, and acts as the bridge between clients and internal teams. The role focuses on smooth floor operations, timely issue resolution, team coaching, and delivering consistent results across customer experience, SLAs, and process efficiency.

Responsibilities:

1. Team Management:

• Lead and supervise a team of BPO professionals, providing guidance, support, and coaching.
• Foster a positive and collaborative team culture that encourages continuous improvement and professional development.
• Conduct regular team meetings to discuss goals, address concerns, and disseminate important information.

2. Performance Monitoring and Evaluation:

• Monitor individual and team performance against established KPIs (Key Performance Indicators).
• Implement performance improvement plans as needed and recognize and reward high performing team members.
• Conduct regular performance reviews and provide constructive feedback to team members.

3. Client Interaction:

• Serve as the main point of contact for clients regarding day-to-day operations and issue resolution.
• Collaborate with clients to understand their expectations, gather feedback, and ensure service levels meet or exceed expectations.
• Maintain strong client relationships and act as a liaison between the team and the client.

4. Process Improvement:

• Identify opportunities for process improvement and implement efficient workflows to enhance overall team productivity.
• Work closely with the operations and quality assurance teams to ensure compliance with client requirements and industry standards.
• Troubleshooting of contact center software, devices and connectivity problems.

5. Training and Development:

• Develop and implement training programs to enhance the skills and knowledge of team members.
• Provide ongoing training and support to address skill gaps and keep the team updated on industry trends and best practices.

6. Reporting and Documentation:

• Generate and analyze performance reports to track team and individual performance.
• Maintain accurate and up-to-date documentation related to team activities, client interactions, and process improvements.

Qualifications and Skills:

• Bachelor's degree in management (Preferred Master's degree)
• Fluency in Advance English (C2-Proficient) and Hindi Language.
• Proven experience in a BPO environment, with a minimum of 2+ years in a leadership or supervisory role.
• Knowledge of customer service best practices.
• Strong interpersonal and communication skills.
• Excellent problem-solving abilities and the ability to make informed decisions under pressure. • Proficient in using BPO tools and technologies.
• Familiarity with relevant industry regulations and compliance standards.
• Capabilities to handle projects related to contact center operations such as implementing new software, process improvements or system updates.