Team Leader - Operations

Handling a team of Minimum 25 members involved with inbound and outbound voice operations for a domestic BPO

Floor Management - To Maintain, track and analyze the team

Handling the critical 365*24*7 operation and making sure all productivity and quality

metrics are met

Identifying and correcting process and product related discrepancies

To ensure 100% closure of feedbacks

Maintain individual productivity and quality standards according to company requirements.

Control attrition and manage unplanned shrinkage

Candidate should have decision making skills and analytical skills and

good communication (verbal and written)

To create and publish regular operational reports with management and clients

(daily, weekly, and monthly)

To identify gaps and conduct feedback and refresher sessions with agents to improve

quality of calls.

Should be flexible with rotations shifts

Create an inspiring team environment with an open communication culture

Must be aware of KRA's of team leader in BPO (any domestic or international)

Must have work experience on occupancy , SLA, attrition , utilization etc..

Set clear team goals

Delegate tasks and set deadlines

Oversee day-to-day operation

Monitor team performance and report on metrics

Motivate team members

Discover training needs and provide coaching

Listen to team members feedback and resolve any issues or conflicts

Recognize high performance and reward accomplishments

Encourage creativity and risk-taking

Job Type: Full-time

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Turbhe Khurd, Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you available to join immediately?

Experience:

• total work: 1 year (Preferred)

Language:

• English (Required)

Work Location: In person