Operations Manager

1 week ago

Lucknow, Uttar Pradesh, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 14,00,000
Job Title:

Team Lead - Operations

About the Role:

We are seeking an experienced Team Lead to join our team. As a Team Lead, you will be responsible for leading a group of customer service associates and motivating them to achieve key performance indicators (KPIs).

  • Leads a team of customer service associates and motivates them to achieve KPI targets.
  • Responsible for project execution, monitoring KPIs, and target compliance.
  • Well-versed with G-suite, particularly Google Sheets and Google Slides.
  • Oversees effective resource allocation to meet productivity and quality metrics.
  • Documents issues as needed and ensures adherence to policy and procedures.
  • Manages process, resources, and system applications.
  • Follows standard practices and business procedures.
  • Performs ad-hoc data analysis and participates in process improvement initiatives.
  • Validation and QA/QC - Performs validation checks for operational processes and data inputs/outputs.
  • Complies with internal quality standards.
  • Performs functions as directed by the immediate superior and project lead.

Key Performance Indicators:

  • Monitors emails/chat taken by associates and provides feedback.
  • Takes weekly, monthly tickets as per KRAs.
  • Interacts with the quality team to seek feedback on team performance and quality scores.
  • Conducts weekly, monthly reviews for associates.
  • Prioritizes and assigns work to associates and initiates corrective measures to resolve day-to-day work-related problems.
  • Devises strategies to minimize attrition and absenteeism.
  • Organizes training programs for associates.

Requirements:

  • 3 years of supervisory experience, preferably in US BFS Email.
  • Fluent English is a must.
  • Excellent knowledge of G-suite.
  • Graduate only preferred: Min 3 years as Team leader.

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