Operations Team Lead

2 weeks ago

Gurugram Gurugram India AcuittyTech Full time

Job Description About the Role: As a Supervisor in a fast-paced BPO environment, you will be responsible for leading, motivating, and managing a team of associates to deliver exceptional customer support and meet business objectives. You will ensure service excellence through performance management, quality monitoring, process improvements, and stakeholder collaboration. Key Responsibilities: - Supervise day-to-day operations of the team, ensuring adherence to SLAs, KPIs, and quality standards. - Monitor performance metrics and provide regular feedback, coaching, and mentoring to team members. - Conduct quality audits and ensure compliance with company policies, procedures, and client requirements. - Handle escalations effectively, providing timely resolution while maintaining customer satisfaction. - Prepare performance reports, track progress, and share updates with management and stakeholders. - Drive continuous improvement by identifying process gaps and implementing corrective actions. - Facilitate team huddles, training sessions, and knowledge-sharing activities. - Collaborate with cross-functional teams to align business goals and improve service delivery. - Foster a positive and motivating team environment, promoting employee engagement and professional growth. Key Skills & Competencies - Strong leadership and people management skills. - Excellent communication and interpersonal abilities. - Proficient in MS Office Suite and Google Workspace, with basic working knowledge of JIRA. - Effective problem-solving and decision-making under pressure. - Skilled in performance monitoring, analysis, and reporting. - Solid understanding of BPO operations, quality frameworks, and escalation management. - Proven ability to drive results through coaching, mentoring, and continuous improvement initiatives. Working Details: - Location: AIHP Signature Sector 18 Udyog Vihar, Gurgaon, Haryana - Work Schedule: 5 Days a Week | Rotational Night Shifts | 2 Week-Offs - Eligibility: 1-2 Years - Work from Office. Preferred Qualifications: - Graduate in any discipline. - Prior experience in BPO operations (voice/non-voice, customer support, or back-office). - 12 years of experience in a supervisory or team lead role.

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