Operations Team Manager

1 week ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 25,00,000

Job Role:

The Operations Team Lead is a leadership position that oversees the day-to-day operations of a team. The ideal candidate will have experience in managing teams, prioritizing tasks, and meeting deadlines while maintaining high levels of customer satisfaction.

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  • Lead, coach and motivate a team of voice process associates to achieve performance targets.
  • Manage daily operations including call flow, team attendance and staffing requirements.
  • Monitor team KPIs and ensure adherence to SLAs.
  • Conduct regular team huddles, one-on-ones and performance reviews.
  • Handle customer escalations and provide timely resolutions.
  • Coordinate with QA and Training teams for process improvement initiatives.
  • Prepare and present reports on team performance, challenges and improvements.
  • Support hiring, onboarding and training of new team members.
  • Ensure compliance with company policies and process guidelines.

Requirements:

  • Graduate in any discipline.
  • 2-4 years of experience in voice-based BPO processes with at least 1 year in a TL/acting TL role.
  • Strong communication and interpersonal skills.
  • Leadership and team management skills.
  • Good knowledge of MS Excel, reporting tools and call center metrics.

Key Skills:

  • Team Leadership
  • Communication
  • Interpersonal
  • Leadership
  • MS Excel

Working Conditions:

The ideal candidate will be willing to work in rotational shifts and weekends if required.

Familiarity with Malayalam, English and Hindi languages is a plus.

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