Executive Team Lead

2 weeks ago


Bengaluru, Karnataka, India BETSOL Full time
About the Role

We are seeking an experienced Executive Team Lead to join our IT Operations team at BETSOL. This is a critical role that will lead our operations team in delivering high-quality services to our clients.

Key Responsibilities
  • Drive teams and deliver monthly/quarterly goals
  • Efficiently engage with client SPOCs through proactive communication and regular reviews
  • Lead, motivate, and assist a team of Technical and Customer Support Specialists in delivering individual goals
  • Mastery process knowledge required for operational delivery for clients
  • Impart product knowledge to team members as required
  • Align with client strategies and drive initiatives for improvement in KPIs
  • Ensure improvement in team's skills through regular feedback, coaching, and training activities
Reporting Requirements
  • Prepare action plans (as required) to address performance issues (if any)
  • Prepare Weekly, Monthly, and Quarterly Business reviews for management and client, and present the same
Organizing and Planning
  • Continuously drive and improve efficiency metrics like productivity, quality, and NPS
  • Manage day-to-day planning, operation, and problem-solving of a team of agents, ensuring smooth running of operations
  • Consistently meet deadlines
Team Performance
  • Get updates on team's performance and present it to Senior Leadership Team
  • Discuss & review functional issues, perform RCA, and agree on actionable items
  • Present weekly/monthly performance to Senior Leadership Team
  • Employee development, motivation, and retention
  • Train, coach, and motivate team members and supervisors
  • Create an environment that motivates high performance and supports loyalty and retention of employees
  • Conduct timely meetings to ensure open communication and devise an action plan to address issues/concerns raised
  • Manage conflict resolution among team members
Required Skills and Qualifications
  • Managed multiple international BPO clients with teams size of 30-50 members
  • Relevant experience of 6-8 years
  • Hands-on experience in managing end-to-end operations & service delivery
  • Extremely strong in team management and BPO processes, preferably BPO Customer Service and Technical Support background
  • Excellent communication skills in English - Written & Verbal
  • Strong knowledge and exposure to Quality and Process Improvement techniques
  • Good analytical and listening skills
  • Good leadership skills
Salary and Benefits

The estimated salary for this role is around $90,000 per year, based on industry standards and location. Additionally, we offer a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.



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