Operations Lead

2 days ago

Bengaluru, Karnataka, India Golden Opportunities Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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