Operational Team Lead Position

5 hours ago


Mangalore, Karnataka, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 15,00,000

Job Opportunity: Operations Team Leader

A highly skilled and results-driven leader is required to manage a team of voice agents in an international voice process. The ideal candidate will have excellent leadership skills, be able to motivate and develop their team members, and drive performance.

Key Responsibilities:

  • Team Management:
    • Supervise and monitor the performance of a team of voice agents to ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
    • Handle scheduling, attendance, coaching, feedback, and performance evaluations.
  • Operations Oversight:
    • Ensure smooth daily operations of the voice process and manage escalations and resolve complex customer issues.
    • Maintain service level agreements (SLAs) and ensure quality standards.
  • Training and Development:
    • Assist in onboarding and training new team members and organize regular skill development sessions.
  • Reporting and Analysis:
    • Track and report team metrics and analyze data to identify trends, gaps, and areas for improvement.
  • Client and Stakeholder Communication:
    • Liaise with clients and internal stakeholders and share updates, feedback, and improvement plans.

Requirements:

  • Minimum 3 years of experience in a leadership role in a contact center or customer service environment.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Familiarity with KPIs and SLAs.


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