Team Leader Operations

Role Overview: You will be responsible for managing a team of 15 to 20 associates, reporting to the AM/Manager, and ensuring efficient operations by monitoring and managing Average Handling Time (AHT), attrition, shrinkage, and Customer Satisfaction (CSat) metrics. Your role involves managing the day-to-day activities of the team, motivating them to achieve organizational goals, and developing timelines to meet targets. Key Responsibilities: - Manage a team of 15 to 20 associates - Report to AM/Manager - Monitor and manage AHT, attrition, shrinkage, and CSat metrics - Motivate the team to achieve organizational goals - Develop and implement timelines to achieve targets - Delegate tasks to team members - Conduct training to maximize team members" potential - Empower team members with skills to enhance their confidence, product knowledge, and communication skills - Conduct quarterly performance reviews - Contribute to the company's growth through a successful team - Create a pleasant working environment that inspires the team - Drive process-related KPIs Qualifications Required: - Previous experience in team management - Strong communication and leadership skills - Ability to motivate and empower team members - Experience in monitoring and managing operational metrics - Proven track record of achieving targets and goals - Knowledge of AHT, attrition, shrinkage, and CSat management,