Team Leader

1 day ago

Pune, Maharashtra, India Highrise Solutions LLP Full time ₹ 5,00,000 - ₹ 15,00,000 per year


Job Description:

Job Title: Team Leader - Operations

Job Overview:

We are seeking an experienced and dedicated professional to join our team as a Team Leader for Call Center and Back Office Operations. The ideal candidate will have a strong background in managing both call center and back-office processes, ensuring operational efficiency, and leading a team to deliver high-quality service. If you possess excellent organizational and leadership skills, and have a proven track record in both domains, we encourage you to apply.

Responsibilities: 

Team Leadership:

  • Lead, mentor, and motivate a team of customer support representatives and back-office personnel.
  • Conduct regular team meetings, provide coaching, and foster a positive and collaborative team culture.
  • Ensure team members are well-trained and equipped to meet performance targets.

Operational Excellence:

  • Oversee both call center and back-office operations to ensure seamless coordination between the two functions.
  • Monitor key performance indicators (KPIs) for both areas and implement strategies for continuous improvement.
  • Identify and implement process enhancements to optimize efficiency and service quality.

Quality Assurance:

  • Establish and maintain quality standards for both call center and back-office processes.
  • Conduct regular quality assessments, provide constructive feedback, and coordinate training programs.
  • Ensure adherence to company policies, procedures, and compliance standards.

Cross-Functional Collaboration:

  • Collaborate with other departments to streamline cross-functional processes and improve overall efficiency.
  • Act as a liaison between the call center and back-office teams to facilitate effective communication and problem resolution.

Reporting and Analysis:

  • Generate and analyze reports on team and process performance.
  • Provide insights into trends, areas of improvement, and implement data-driven strategies.
  • Present regular updates to management on operational achievements and challenges.

Qualifications:

  • Bachelor's degree in Business, Management, or a related field.
  • Proven experience in both call center and back-office operations, with at least [X years] in a leadership role.
  • Strong leadership, coaching, and mentoring skills.
  • Excellent organizational and communication skills.
  • Analytical mindset with the ability to make data-driven decisions.
  • Familiarity with call center software, customer relationship management (CRM) systems, and back-office tools.

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