
Operations Team Leader
2 weeks ago
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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