Team Lead - Operations

As a Team Leader - Operations at our company, you will play a crucial role in managing and leading a team within the Contact Centre/BPO/Call Centre environment. Your primary responsibilities will include educating, reminding, and reviewing team members on their Key Result Area (KRA) goals and targets. You will be expected to share the Engineer Scorecard with your team, ensuring individual awareness of KRA goals, targets, and current standings. Additionally, you will be responsible for organizing team meetings to address operational issues and strategize ways to achieve operational excellence. Managing the team's KRA goals and targets, taking ownership of escalated cases (both technical and political), and ensuring the progress of cases through backlog review will also be key aspects of your role. You will collaborate with the manager on cases requiring technical assistance or political management. Furthermore, part of your role will involve identifying Knowledgebase availability and creating/publishing new Knowledge Base Articles. Together with the manager, you will identify candidates for Performance Improvement Plans (PIP) and plan refresher training sessions. Training engineers on topics identified by escalation leads will also be part of your responsibilities. To excel in this role, we are looking for a mature, goal-oriented professional with at least 5-6 years of overall experience, including 1-2 years in managing technical support. Your ability to manage client relationships, lead teams, and demonstrate a proven track record in resource management, metrics management, goal setting, and conducting reviews will be essential. If you are ready to take on this challenging yet rewarding position in Chennai, India, please send your resume to Deebathra.Abrahamgnanadass@movate.com. We look forward to potentially welcoming you to our team. Regards, Deepu,