Operations Team Lead

2 - 4 years

0 Lacs

Bengaluru Karnataka India

Posted:2 days ago| Platform:

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Skills Required

flow staffing training reports support onboarding compliance communication leadership management excel reporting

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Lead, coach, and motivate a team of voice process associates to achieve performance targets (AHT, FCR, CSAT, etc.)
Manage daily operations including call flow, team attendance, and staffing requirements
Monitor team KPIs and ensure adherence to SLAs
Conduct regular team huddles, one-on-ones, and performance reviews
Handle customer escalations and provide timely resolutions
Coordinate with QA and Training teams for process improvement initiatives
Prepare and present reports on team performance, challenges, and improvements
Support hiring, onboarding, and training of new team members
Ensure compliance with company policies and process guidelines

Requirements

Graduate in any discipline
2-4 years of experience in voice-based BPO processes with at least 1 year in a TL/acting TL role
Strong communication and interpersonal skills
Leadership and team management skills
Good knowledge of MS Excel, reporting tools, and call center metrics

Willingness to work in rotational shifts and weekends if required,

language- Malayalam, English, Hindi

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