Operations Team Lead

2 days ago

Bengaluru, Karnataka, India Cogenthub Full time ₹ 14,40,000 - ₹ 20,40,000 per year

Location: Bangalore, Kudlu Gate

Process: Domestic BPO

Industry: Customer Support / Contact Center

Languages: English (mandatory) & Tamil/Malayalam

Job Summary

We are seeking a proactive and experienced Team Leader Operations to manage a team of customer support associates in our Domestic BPO process. The ideal candidate will be responsible for driving performance, ensuring adherence to quality standards, and delivering excellent customer service.

Key Responsibilities

  • Lead, manage, and motivate a team of customer service associates.
  • Monitor daily performance metrics (AHT, CSAT, Quality, Productivity, Attendance, etc.).
  • Conduct regular huddles, performance reviews, and coaching sessions.
  • Manage rosters, schedules, and ensure adequate staffing coverage.
  • Handle escalations and provide timely resolution.
  • Ensure compliance with process guidelines and operational policies.
  • Identify training needs and coordinate refresher or skill-enhancement sessions.
  • Drive process improvements and contribute to better overall customer experience.
  • Generate performance reports and present insights to management.
  • Maintain a strong focus on meeting SLAs and KPIs.

Required Qualifications & Skills

  • Minimum 24 years of experience in a Domestic BPO environment.
  • At least 1 year of experience as a Team Leader / Supervisor (preferred).
  • Strong communication skills in English & Tamil or Malayalam.
  • Ability to speak both Tamil and/or Malayalam is a strong bonus.
  • Good knowledge of contact center operations, customer handling, and performance management.
  • Strong problem-solving, coaching, and people-management skills.
  • Ability to work under pressure and manage high-volume operations.
  • Proficiency in MS Office (Excel, PowerPoint) and reporting tools.

Work Schedule

  • Rotational shifts / Week offs (depending on process requirements).
  • Work from Office – Bangalore.
  • 6 Days WFO

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