Operations Management Professional

2 weeks ago

Bikaner, Rajasthan, India beBeeleader Full time ₹ 9,00,000 - ₹ 15,00,000

Job Overview

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We are seeking a seasoned Team Lead to oversee the day-to-day operations of our BLENDED PROCESS.

  • Monitor key performance indicators (KPIs) such as daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
  • Effectively manage Email and Chat Process 24/7.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous growth and improvement.
  • Resolve complex customer queries efficiently and effectively.
  • Collaborate with Quality Assurance and Training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain accurate shift schedules, ensure proper coverage, and manage attendance.
  • Analyze team performance reports and generate actionable insights for optimization.
  • Ensure agents meet productivity targets.
  • Contribute to knowledge base development and ongoing process improvement.
  • Communicate with internal stakeholders to coordinate pending/escalation issues.
  • Identify training and quality needs.
  • Drive employee engagement and retention strategies.
  • Participate in interviewing candidates to select the best fit for the job profile.
  • The ideal candidate should be open to working rotational shifts, including night shifts.

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