Job
Description
Job Title: Team Lead US Operations Job Location: Pune (Magarpatta City) Experience: 4 to 5 years Shift: US Timings (Flexible for Day & Night Shifts) Working Days: 5 days per week Notice Period: Immediate to 30 days Work Mode: On-site (Work from Office - Mandatory) We are seeking a highly motivated Team Lead US Operations for our client to oversee and manage a team, ensure production targets are met, and maintain high-quality deliverables. The ideal candidate should have excellent team management, client communication, and process improvement skills while being flexible with US shifts and extended working hours when required. Job Role & Responsibilities: Strong client interaction experience, both verbal and written. Effective team handling, coordination, and driving production with the highest quality standards. Proficiency in MS Office, including Excel (VLOOKUP), PowerPoint, and other relevant tools. Key Responsibilities & Accountabilities (KRAs): Ensure daily production is completed within the specified Turnaround Time (TAT) as per client requirements. Achieve production and quality targets as defined by the client. Manage staffing, leaves, absenteeism , and team shrinkage effectively. Train and mentor new hires, providing support during On-the-Job Training (OJT). Identify process improvement opportunities and collaborate with Operations Managers for execution. Handle US client communication via emails and calls , ensuring seamless service delivery. Lead conference calls with onshore teams to discuss new processes and updates. Conduct regular team huddles and meetings to align on updates, challenges, and improvements. Provide timely performance feedback through quarterly reviews and one-on-one sessions . Support underperforming employees through coaching and development programs . Identify Performance Improvement Plan (PIP) requirements and coordinate with HR and Operations Managers. Manage team performance in key metrics, including customer satisfaction, quality, and Average Handling Time (AHT). Prepare and share daily, weekly, and monthly production and quality reports, along with billing reports with management. Assist in recruitment by conducting interviews and staffing as per process requirements. Stay flexible and adaptable to business requirements, ensuring operational excellence. Qualifications & Skills: Education: Graduate in any field. Technical Skills: Strong proficiency in MS Office (Excel, PowerPoint, VLOOKUP, etc.) . Soft Skills: Excellent verbal and written communication skills. Strong leadership and team management abilities. Ability to handle high-pressure environments and multitask effectively. Willingness to work in US shifts (Day & Night) and accommodate extended working hours if required. This is a fantastic opportunity for professionals with prior team management experience who are passionate about delivering high-quality operational results in a US-based process. If you meet the qualifications and are ready for a dynamic role, apply today!
