Operations Team Lead

3 weeks ago

Pune India IGT Solutions Full time

Job Description 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. Qualifications - Education: 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 Expected - Proven 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 salary - Health and wellness programs - Career advancement opportunities - Comprehensive career development programs - Promising career progression within a global company - A dynamic, world-class work culture that values innovation and teamwork To Apply: 7042379178

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