
Operations Team Lead
4 weeks ago
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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