Team Lead Operation -Internation Process

Job Description

Role Title: Team Leader Operations Role Definition: Manage operational KPI's, Lead and supervise a team of agents, People management and engagement, quality assurance, manage stakeholders, continuous improvement to ensure efficient service delivery and client satisfaction. Responsibilities : Monitor team performance and ensure achievement of targets Drive operational metrics (Production Hours, Productivity, AHT, CSAT, QA)Conduct regular team meetings to provide feedback and disseminate updates Real time calabrio update with leakages and states of production Daily CRM attendance of self and team members Monitor lateness daily Provide ongoing coaching, feedback, and support to team members to improve their skills, knowledge, and performance. Conduct regular one-on-one sessions and performance reviews. Monitor/Coach bottom performers and career progression for MQ and BQ People retention and conduct EWS for their respective DRs Attend call calibrations with the QA and clients weekly/monthly as applicable Conduct 1-1s with their team members on a weekly/monthly basis Ensure training and development plans are maintained for all team members Manage the fair and consistent application of performance management and disciplinary measures as necessary Work with the management team to identify and deliver positive change and business efficiencies Handle conflicts, escalations, and customer complaints effectively, demonstrating professionalism, empathy, and problem-solving skills. Work towards maintaining a positive and supportive team environment. Generate reports, analyse data, and provide insights on team performance, trends, and areas for improvement. Utilize data-driven approaches to drive decision-making and strategy formulation. Immediate Joiner Preferred and from the Internation BPO background