Operations team lead

3 weeks ago

Thoothukudi, India IGT Solutions Full time

Role Summary We are looking for an enthusiastic Team Leader at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements.What You Would Be Doing?Team Leadership & Management: Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics.Performance Monitoring & Coaching: Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance.Escalation Handling: Providing floor support and handling escalations to ensure swift resolution of complex.Process Improvement: Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction.Training & Development: Coaching new team members and continuously working to enhance the skills of existing team members.Client & Stakeholder Interaction: Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders.Target Management: Ensuring team meets set targets for KPIs such as AHT (Average Handling Time)Reporting & Documentation: Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients.QualificationsEducation: Graduate in any discipline.Experience: At least 1 years of experience in Team handling with at least 1 year of experience managing teams.Skills:Strong leadership and supervisory abilities.Excellent written and verbal communication skills in English.Strong problem-solving and analytical skills.Ability to handle escalations and complex content issues.Proficiency in MS Office, particularly Excel.What's ExpectedProven ability to manage and lead a high-performing team in a fast-paced environment.Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions.Strong communication and relationship-building skills with clients and internal stakeholders.Ability to work effectively in a 24x7 work environment and manage stretch targets.5 Days Working What Are You Signing Up For?Competitive salaryHealth and wellness programsCareer advancement opportunitiesComprehensive career development programsPromising career progression within a global companyA dynamic, world-class work culture that values innovation and teamworkTo Apply:

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