Operations Team Lead

PFB the JD For Team Leader

Key responsibilities and skills:

Demonstrated ability to effectively manage a team.

Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC.

Expert knowledge of Operations processes and supporting tools.

Monitoring customer interactions and providing timely feedback.

Conducting quality audits on weekly basis. Studying the team data to analyze and drawing trends.

Drawing up action plans for the advisors requiring coaching or development

Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required.

Monitoring team performance. Enable development opportunities for team through participation in various initiatives.

Prepare development plans for team members and track their implementation.

Answering queries raised by the team. Interaction with client on need basis for delivery.

Preparing reports, incentive sheet, etc. Identifying process gaps and collaborates with the Client to formulate solutions. Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to Sr. Executives. Strong customer service skill.

Preferred candidate profile

1) Minimum 1 year experience as TL in BPO is mandatory.

2) Excellent communication is required.

3) Graduation is must.

4) Immediate joiner would be preferred.

Work Location - Sector 18, Udyog Vihar Phase 4, Gurgaon (Haryana)

6 days working

Contact Dheeraj HR : 7859975043