Team Leader- Operations

1 week ago

Kolkata, West Bengal, India Aegan Technologies Private Limited Full time ₹ 6,00,000 - ₹ 7,20,000 per year

Walkin Drive in Kolkata

Job Title: Team Lead – Operations

Location: Hyderabad / Bangalore

Experience: Minimum 5 years in International Inbound Voice Process

Job Summary:

We are seeking an experienced and dynamic Team Lead – Operations to manage day-to-day activities in an International Inbound Voice Process. The ideal candidate should have strong people management skills, process knowledge, and proven experience in driving performance and meeting SLAs.

Key Responsibilities:

  • Supervise, coach, and manage a team of customer support executives.
  • Monitor daily performance, call quality, and adherence to process guidelines.
  • Ensure team meets all KPIs including AHT, CSAT, FCR, and SLA targets.
  • Conduct regular team meetings, feedback sessions, and performance reviews.
  • Handle escalations and resolve complex customer issues effectively.
  • Prepare and present daily/weekly/monthly operational reports.
  • Coordinate with cross-functional departments to improve process efficiency.
  • Implement best practices to enhance productivity and employee engagement.

Required Skills:

  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Proficient in MS Excel and reporting tools.
  • Experience in workforce management and performance tracking.
  • Ability to handle high-pressure situations and tight deadlines.

Eligibility Criteria:

  • Must be currently working as a Team Lead (on paper).
  • Minimum 5 years of experience in an International Inbound Voice Process.
  • Willingness to work in rotational shifts.

If interested candidates send resume to -

WhatsApp:

Job Types: Full-time, Permanent

Pay: ₹11, ₹50,000.00 per month

Work Location: In person

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