Operations Manager

1 day ago

Delhi, Delhi, India beBeeLeadership Full time ₹ 5,00,000 - ₹ 10,00,000
Team Lead

As a highly effective Team Leader, you will play a pivotal role in driving our operations forward. With a strong focus on international voice processes, this position requires an individual with exceptional leadership skills and a passion for delivering results.


Key Responsibilities
  • Develop and implement strategies to improve customer satisfaction while minimizing dissatisfaction through coaching and effective issue resolution.
  • Ensure adherence to service level agreements, average handling time, first call resolution, and other contractual metrics are met.
  • Proactively manage team attrition and shrinkage through engagement and workforce planning initiatives.
  • Conduct regular coaching, feedback sessions, and audits to enhance performance quality and drive continuous improvement.
  • Monitor and track key performance indicators and key result areas; publish reports and highlight gaps with actionable plans.
  • Effectively handle conflict resolution within the team and serve as the first point of escalation for customer issues.
  • Conduct performance reviews, provide floor support, and lead motivational sessions to foster a high-performance culture.
  • Collaborate with quality and training teams to identify and close knowledge/skill gaps.

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