Operations TL

Location: Ahmedabad (WFO)
Employment Type: Full-time
Designation: Team Lead
About the role -

We are looking for a results-driven and process-oriented Team Lead to oversee and manage our backend operations team (voice and non-voice). The ideal candidate will be responsible for ensuring smooth day-to-day operations, driving productivity, enforcing SOP adherence, and continuously improving processes through SOP development and optimization.

Key Responsibilities -

• Lead and manage a team of associates handling backend voice and non-voice healthcare operations.

• Monitor team performance, track key metrics (AHT, TAT, quality, productivity, etc.), and ensure SLA adherence.

• Drive operational excellence through consistent adoption and compliance with Standard Operating Procedures (SOPs).

• Identify gaps in existing processes and lead efforts to create, revise, and implement effective SOPs.

• Conduct regular audits, quality checks, and process reviews to ensure accuracy and service excellence.

• Provide coaching, feedback, and performance management for team members to ensure capability building and goal alignment.

• Collaborate cross-functionally with other departments (Tech, Product, Customer Support) to resolve escalations and improve end-to-end workflows.

• Handle manpower planning, shift scheduling, and workload balancing to maintain operational efficiency.

• Ensure strong documentation, reporting, and real-time updates on dashboards and MIS.

• Support automation, digitization, and tools adoption across the backend processes.