Operations Supervisor

2 days ago

Palakkad, Kerala, India beBeeCommunication Full time ₹ 50,00,000 - ₹ 80,00,000

Job Title: Operations Team Lead

">Overview:

The Operations Team Lead is responsible for overseeing the daily operations of a team. This includes supervising a team of voice agents, monitoring their performance, and ensuring they adhere to targets (Key Performance Indicators like call quality, average handling time, resolution rate, etc.). The Team Lead will also be responsible for team scheduling and attendance, providing coaching, feedback, and performance evaluations.

Responsibilities:
  1. Team Management:
  • Supervise a team of voice agents to ensure smooth day-to-day operations.
  • Monitor performance and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
  • Handle team scheduling and attendance to optimize productivity.
  • Provide coaching, feedback, and performance evaluations to support team growth.
Operations Oversight:
  • Ensure smooth daily operations of the voice process, including escalations and complex customer issues.
  • Maintain service level agreements (SLAs) and ensure quality standards are met.
Training and Development:
  • Assist in onboarding and training new team members to ensure they are equipped to perform their roles effectively.
  • Organize regular skill development and process refresher sessions to enhance team capabilities.
Reporting and Analysis:
  • Track and report team metrics to identify areas for improvement.
  • Analyze data to identify trends, gaps, and areas for improvement, making recommendations for change.
Client and Stakeholder Communication:
  • Liaise with international clients and internal stakeholders to share updates, feedback, and improvement plans.

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