Team Lead - Operations

Job Role:

As a Team Lead you will be responsible for driving team performance, fostering a positive work environment, and ensuring that team objectives are met effectively and efficiently.

Designation: Team Lead

Process: International Voice

Experience: 3+ years (including 2+ years in a Lead role)

Shift: 5 Days Working

Qualification: Graduate/Postgraduate

Location: Kalyani Nagar, Pune, Maharashtra

Key Skills:

✔Excellent English Communication

✔Strong understanding of Attrition & Shrinkage

✔Ability to calculate, manage CSAT, AHT, TAT, SLA & Quality

✔Team Handling & Performance Management

Key Responsibilities:

1. Create an inspiring team environment with an open communication culture.

2. Lead, mentor, and motivate a team of operations staff, ensuring adherence to company policies, procedures, and best practices.

3. Provide training, guidance, and development opportunities for team members.

4. Conduct regular performance reviews, manage disciplinary issues, and promote a culture of accountability and collaboration.

5. Oversee day-to-day operations within the department, ensuring all tasks are completed accurately and on time.

6. Monitor key performance indicators (KPIs) to ensure targets and performance standards are met.

7. Implement best practices and streamline processes to reduce costs and improve service delivery.

8. Contribute to strategic planning by providing insights and recommendations based on operational performance.

9. Foster a collaborative work environment, encouraging communication and knowledge sharing between teams.

10. Be a key point of contact for the allocated team you are managing and interact effectively with Senior Management in the pursuit of business goals.

11. Master the intricate details associated with each campaign such that a full accurate understanding of the task at hand is developed.

12. Build bridges with Agents and Management garnering trust and loyalty, and inspiring them to higher levels of performance and career development.

13. Be instrumental in delivering improvements to the team and pro.

Interested? Share your updated resume at: nayan.bhore@dhaninfo.biz

Job Type: Full-time

Pay: ₹400,000.00 - ₹550,000.00 per year

Application Question(s):

• Are you available to join immediately?

Location:

• Kalyani Nagar, Pune, Maharashtra (Preferred)

Work Location: In person