Team Leader - Operations

TECHNOBOTS INFOTECH PRIVATE LIMITED

1 years

3 Lacs

india

Posted:6 days ago| Platform: GlassDoor logo

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Skills Required

drive reports escalation engagement retention communication management coaching

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Lead, motivate, and manage a team of agents to achieve defined KPIs.
Monitor team performance in terms of Attrition, Shrinkage, AHT, Quality, and Productivity.
Conduct daily briefings, allocate tasks, and ensure adherence to process compliance.
Drive performance improvement plans for underperforming team members.
Prepare and share daily, weekly, and monthly performance reports with management.
Act as the first point of escalation for team-related issues and customer concerns.
Ensure high employee engagement, retention, and effective grievance handling.
Collaborate with operations managers to align team performance with business goals.

Skills & Qualifications

Graduate in any discipline (mandatory).
Minimum 1 year of documented Team Leader experience in BPO/Contact Center.
Proficiency in Kannada with good communication in English.
Strong understanding of Team Leader KRAs – Attrition, Shrinkage, AHT, and other key metrics.
Excellent people management and coaching skills.
Strong analytical, problem-solving, and decision-making ability.
Ability to work in a fast-paced environment with day shift and rotational offs.

Job Type: Full-time

Pay: ₹27,000.00 - ₹28,000.00 per month

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