Hiring - Team Lead Operations

12 hours ago

Gurgaon, Haryana, India Bill Gosling Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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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