Operations Team Lead

2 weeks ago

Tumakuru, India TP Full time

Roles and Responsibilities - Be responsible for the team’s overall performance. - Should have upselling Background. - Take care of Attrition, Shrinkage, CSAT, Quality, FCR, NPS. - Resolve queries in exceptional situations and escalate them, when required (by following proper channels). - Compile and publish reports on teams’ performance reports on set frequencies (Daily/Weekly/Monthly etc.). - Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task. - Provide the team with a vision of the process objectives. - Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples. - Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort. - Facilitate problem solving and collaboration. - Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark. - Focus on accelerating teams’ performance.

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