Senior Team Lead

10 hours ago


Odisha, India beBeeOperations Full time ₹ 20,00,000 - ₹ 25,00,000

Job Overview:

We are seeking an experienced Operations Manager to oversee the governance and service delivery of our Chat team. This key role involves stakeholder management, inter-department coordination, and guiding a team of Associate Managers to ensure productivity parameters are met.

Main Responsibilities:

  • Monitor and guide a team of Associate Managers to guarantee productivity targets are achieved.
  • Strategic manpower planning and resource allocation for peak and lean business periods.
  • Maintenance of high-quality standards to deliver a superior customer experience.
  • Management of performance metrics (AHT, FRT, attrition, shrinkage, etc.) and implementation of corrective actions where necessary.
  • Data analysis to identify opportunities for improvement in processes.
  • Initiation and execution of process enhancement initiatives to boost efficiency.
  • Ownership of CSAT/NPS metrics for the Chat function.
  • Provision of operational support during evenings or weekends as required to meet business needs.

Essential Skills:

  • Leadership
  • Operations Excellence
  • Customer Satisfaction
  • Team Management

Key Performance Indicators:

  • Average Handling Time (AHT)
  • First Response Time (FRT)
  • Attrition Rate
  • Shrinkage Rate

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