Operations Team Lead

5 days ago


Delhi, India Three Across Full time

Job Title:
Team Leader – Operations (Voice Process)

Location:
Noida & Gurgaon

Key Highlights:

  • Industry:
    International BPO
  • Working Days:
    5 (Rotational Shifts)
  • Cab Facility:
    One-sided cab provided
  • Compensation:
    Up to ₹7,00,000 per annum (Maximum 30% hike on current CTC)

Responsibilities:

  • Lead, mentor, and manage a team of associates in a voice/blended process.
  • Drive operational excellence by monitoring
    CSAT, SLA adherence, and quality metrics
    .
  • Manage
    attrition, shrinkage, and absenteeism
    effectively.
  • Ensure
    login adherence, productivity, and compliance
    within the team.
  • Conduct regular feedback and performance reviews to enhance team efficiency.
  • Maintain strong client and internal stakeholder communication.
  • Support process improvements, training needs, and escalations.

Requirements:

  • Minimum
    1+ years of experience
    as a Team Leader/Assistant Team Leader in an international BPO (voice or blended process).
  • Strong
    people management and operational skills
    .
  • Excellent
    verbal and written communication skills
    .
  • Proven ability to manage
    CSAT, SLA, and quality performance
    .
  • Graduate with flexibility for rotational shifts.


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