Team Leader

3 weeks ago

Gurgaon, Haryana, India Radical Minds Technologies Pvt. Ltd. Full time
Job Posting: TL / Assistant Manager Operations at Radical Minds

Position : TL / Assistant Manager Operations
Company : Radical Minds
Location : Gurugram, Noida & Bangalore
Number of positions : 30 (10 at

Gurugram, 10 at Noida & 10 at Bangalore)
Experience Required :
Minimum

6+ years

of overall experience, with at least

4+ years

in a BPO environment, specifically in a

Team Leader (TL)

role.

Key Responsibilities:

Team Management & Leadership

:
Supervise, mentor, and manage a team of agents to achieve operational goals.
Provide consistent coaching and performance feedback to ensure high-quality work.
Motivate and engage team members, promoting an environment that encourages personal and professional growth.
Handle escalations and ensure effective resolution of client issues, providing exceptional customer service.
Operational Excellence

:
Monitor day-to-day operations to ensure adherence to service level agreements (SLAs), KPIs, and client expectations.
Identify process inefficiencies and implement continuous improvement initiatives.
Lead and support teams to achieve performance goals such as quality, productivity, and customer satisfaction.
Collaborate with other departments (HR, Training, Quality, etc.) to ensure alignment and process effectiveness.
Reporting & Performance Tracking

:
Track key performance metrics and analyze trends to implement corrective actions where necessary.
Prepare and present regular performance reports for senior management, highlighting achievements, challenges, and areas for improvement.
Provide insights into team performance and suggest strategies for process improvements.
Client Interaction & Relationship Management

:
Maintain strong relationships with clients and stakeholders, ensuring that client needs and expectations are consistently met.
Participate in client meetings to report on team performance, operational metrics, and new opportunities for service enhancement.
Process & Quality Management

:
Ensure compliance with company policies, procedures, and best practices.
Oversee the quality of service delivered by the team, ensuring accuracy and attention to detail in all customer interactions.
Regularly conduct quality audits and ensure that any gaps in service quality are addressed swiftly.

Required Skills & Qualifications :

Experience

:
6+ years

of total professional experience, with

at least 4+ years

in the

BPO sector .
Proven experience in managing teams in any of the following verticals:

Travel
BFSI (Banking, Financial Services, Insurance)
Healthcare
Logistics
Current Role

:
Must currently be in a

Team Leader (TL)

or equivalent position within a BPO setting.
Leadership & Management

:
Strong leadership skills with the ability to manage, coach, and motivate a team.
Ability to effectively manage team performance and identify areas for development.
Excellent conflict resolution skills, with the ability to manage escalations effectively.
Communication Skills

:
Excellent verbal and written communication skills.
Strong interpersonal skills with the ability to interact with diverse teams and stakeholders.
Analytical & Problem-Solving

:
Strong analytical abilities to assess performance data and implement improvement strategies.
Ability to identify root causes of problems and take corrective actions quickly.
Technical Skills

:
Proficiency in using BPO management systems, CRM software, and MS Office Suite (Excel, PowerPoint, Word).
Experience with reporting tools and dashboards.
Client-Focused

:
A customer-centric approach with the ability to build and maintain relationships with clients.
Experience in managing client escalations and understanding client requirements.

Perks & Benefits :

Competitive Salary
Career Growth Opportunities
Dynamic & Inclusive Work Culture
Training & Development Programs

How to Apply:

If you're ready to join a dynamic, growing team at

Radical Minds , we'd love to hear from you
Please send your

updated resume

to munish.walia@radicalminds.net

Radical Minds

is an equal-opportunity employer, fostering diversity and inclusivity in the workplace.

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