Team Leader Operations

Teleperformance (TP)

3 - 8 years

6 - 10 Lacs

kolkata

Posted:1 week ago| Platform:

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Skills Required

team management training roster planning performance management workforce management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:

Lead, manage, and motivate a team of associates to achieve daily, weekly, and monthly operational targets.
Monitor team performance and ensure adherence to KPIs, SLAs, quality standards, and productivity benchmarks.
Conduct regular huddles, performance reviews, and coaching sessions to improve individual and team performance.
Handle escalations efficiently and ensure timely resolution of customer issues or process-related queries.
Analyze performance data and prepare reports for management review.
Ensure process compliance, accuracy, and adherence to organizational policies.
Collaborate with Quality, Training, Workforce Management, and Client teams for smooth operations.
Drive continuous improvement initiatives to enhance customer experience, efficiency, and accuracy.
Manage attendance, roster planning, shrinkage control, and team discipline.
Support the onboarding and nesting of new hires.
Maintain high team morale and promote a positive and productive work environment.

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