Operations Team Lead

Responsibilities, Qualifications and Experience

Associate Managers in this role get to: Keep Management Updated: Relay vital information in the form of timely and accurate reports. Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. Define Sutherlands reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs. Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self- motivated to involve in self and team development.

Education and Experience:-

1. Graduate or undergraduate.

• 2+ years of team handling experience (Telecom experience preferred).
• 12 years of calling experience or a relevant telecom background.
• Previous experience in quality assurance, team management, or a similar leadership role is preferred.

2. Skills and Competencies

• Call Monitoring and Feedback:
• Proficient in evaluating call quality and providing actionable feedback.
• Strong understanding of quality standards, resolve rate goals, and KPIs.

3. Analytical Skills:

• Ability to analyze Excel reports to identify call trends, agent performance gaps, and focus areas.
• Skilled in identifying patterns in behavior and performance to design improvement plans.

4. Coaching and Mentoring:

• Effective coaching skills to guide agents and Quality Analysts.
• Ability to conduct training sessions and foster continuous learning.

5. People Management:

• Strong interpersonal skills to manage diverse teams effectively.
• Expertise in handling attrition and shrinkage through proactive measures.
• Ability to motivate and engage team members to achieve targets.

6. Conflict Resolution:

• Skilled in resolving conflicts while maintaining neutrality and professionalism.
• Demonstrates fairness and unbiased decision-making.

7. Action Plan Execution:

• Strong in creating and executing actionable plans to meet business objectives.
• Ability to align team efforts with organizational goals, focusing on resolve rate and other key metrics.

8. Communication and Collaboration:

• Excellent verbal and written communication skills.
• Capable of working closely with stakeholders, agents, and Quality Analysts to drive performance improvements.
• Work Schedule and Other Requirements
• Willing to work night shifts only, with rotational week-offs.
• High adaptability to a challenging and dynamic environment.
• Organized and capable of managing multiple priorities while meeting deadlines.