Operations Team Leader

2 weeks ago


Bengaluru, Karnataka, India beBeeoperations Full time ₹ 8,00,000 - ₹ 12,00,000

Job Title: Operations Team Lead

We are seeking an experienced professional to oversee our international voice process in Mohali. The successful candidate will be responsible for supervising a team of voice agents, monitoring performance, and ensuring adherence to targets.

About the Role:

  • Team Supervision:
    • Supervise a team of voice agents, providing guidance and support as needed.
    • Monitor performance metrics, such as call quality, average handling time, and resolution rate.
    • Handle team scheduling and attendance, ensuring seamless day-to-day operations.
    • Deliver coaching, feedback, and performance evaluations to promote growth and development.
  • Process Management:
    • Ensure smooth daily operations of the voice process, identifying areas for improvement and implementing changes.
    • Manage escalations and resolve complex customer issues, maintaining a high level of customer satisfaction.
    • Maintain service level agreements (SLAs) and ensure quality standards are met.
  • Training and Development:
    • Assist in onboarding and training new team members, ensuring they have the necessary skills and knowledge.
    • Organize regular skill development and process refresher sessions, promoting continuous learning and improvement.
  • Reporting and Analysis:
    • Track and report team metrics, providing insights and recommendations for improvement.
    • Analyze data to identify trends, gaps, and areas for improvement, making informed decisions to drive business results.

About Our Organization:

We help organizations achieve their goals by providing expert career consulting services. Our team of professionals works closely with clients to understand their needs and deliver tailored solutions.


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