Operations Lead
2 days ago
Job Overview:
We are looking for a dynamic Operations Team Leader who can join immediate or 15 days of notice period with experience in international voice processes to manage a team of 20+ agents. The role requires strong people management skills, excellent communication, and a background in BPO voice operations.
Key Responsibilities:
- Lead a team of 20+ agents in an international voice support environment.
- Monitor and manage daily performance metrics (AHT, Quality, CSAT, etc.).
- Coach, mentor, and motivate team members to achieve individual and team KPIs.
- Conduct regular one-on-ones, team huddles, and performance reviews.
- Handle escalations, client interactions, and process improvement initiatives.
- Ensure shift discipline, attendance adherence, and manage team rosters.
- Drive high customer satisfaction and maintain SLA adherence.
Preferred candidate profile
- Minimum 1-2 years of experience as TL in an international voice process.
- Excellent English communication and interpersonal skills.
- Strong leadership, problem-solving, and analytical abilities.
- Ability to manage large teams and high-pressure environments.
- Flexibility to work in rotational shifts and handle global time zones.
Interested candidate can share updated resume to
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