Operations Team Lead

1 week ago

Thoothukudi, Tamil Nadu, India beBeeLeadership Full time ₹ 8,00,000 - ₹ 12,00,000
Job Overview

About the Role:

  • This is a leadership position responsible for overseeing day-to-day operations of voice processes, including inbound, outbound, and customer support.
  • The ideal candidate will have experience in managing teams to meet performance metrics and SLAs.

Key Responsibilities:

  • Maintain high-quality call handling, customer satisfaction, and agent productivity.
  • Develop and implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Lead training initiatives to improve communication and service delivery.
  • Address escalations and ensure timely resolution of customer concerns.
  • Collaborate with stakeholders to align on process requirements.
  • Analyze performance data to prepare MIS reports and share insights with management.
  • Drive process improvements to enhance efficiency and customer experience.
  • Ensure adherence to company policies, quality standards, and data security protocols.

Requirements:

  • Graduate/Postgraduate degree in any field.
  • Minimum 4-8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management.
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Flexibility to work in rotational shifts, including night shifts if required.

We Offer:

  • Competitive salary package plus performance-based incentives.
  • Opportunities for career growth and professional development.
  • Training programs to enhance your skills.
  • Exposure to global client processes.

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