Operational Team Lead

6 days ago


Pune, Maharashtra, India IGT Solutions Full time
About the Role

We are seeking a skilled Operational Team Lead to join our team in Pune. As a key member of our leadership team, you will be responsible for managing all team and process-related issues, ensuring effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution.

Key Responsibilities
  • Manage a team of 15-20 agents handling inbound calls and emails
  • Mentor and coach team members to ensure they meet and exceed stipulated timelines and service level agreements
  • Monitor calls and track low performers in the team
  • Participate in client calls, agent focus group discussions, and product-related updates
  • Download and maintain CMS reports on team staffing, AHT, aux adherence, and discipline
  • Ensure compliance with company policies and procedures
  • Conduct appraisal discussions (PMS) with agents
Requirements
  • 1-2 years of experience in a supervisor or TL role in a BPO Operations or Travel Account setup
  • Knowledgeable in computer MS applications and Excel
  • Preferably with experience in Travel BPO/Travel Agency and hands-on experience in travel bookings and changes
Competencies
  • Leadership and people management
  • Decision-making and problem-solving
  • Customer management and analytical abilities
  • Coordination, teamwork, and communication skills
Salary Range

The salary range for this position is ₹4LPA to ₹5LPA, depending on experience.



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