
Hiring - Team Lead Operations
1 day ago
We are seeking an experienced and dynamic Team Lead Operations with proven expertise in managing processes. The ideal candidate will be responsible for leading a team of associates, ensuring process excellence, maintaining SLAs/KPIs, and driving performance in line with organizational goals. This role requires strong communication skills, people management capabilities, and prior experience in international voice/non-voice processes (BPO/KPO/shared services).
Key Responsibilities:
- Manage day-to-day operations for an international process, ensuring delivery of service as per client requirements.
- Monitor team performance, track KPIs, and ensure achievement of SLA targets such as quality, productivity, CSAT, AHT, and FTR.
- Conduct regular coaching, mentoring, and performance reviews to build a high-performing team.
- Handle escalations effectively and provide quick resolutions within defined timelines.
- Ensure compliance with company policies, process guidelines, and data security standards (GDPR, HIPAA, etc. as applicable).
- Analyze process gaps, identify areas of improvement, and implement corrective action plans.
- Collaborate with internal stakeholders and clients to address operational challenges.
- Prepare and present performance dashboards, weekly/monthly reports, and business reviews.
- Support workforce management in scheduling, rostering, and leave planning for optimal coverage.
- Drive employee engagement, motivation, and retention through effective leadership practices.
Qualifications & Skills:
- Graduate in any discipline (MBA preferred but not mandatory).
- Hands-on experience in handling international voice/non-voice/chat/email processes.
- Strong communication, interpersonal, and stakeholder management skills.
- Proficiency in MS Excel, reporting tools, and CRM platforms.
- Flexibility to work in rotational shifts, including night shifts, as per business needs.
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