Key Responsibilities:

<ul>
<li style="margin-left:0px;">Lead and manage a team of 15-20 team members in an international voice or non-voice process.</li>
</ul>

<ul>
<li style="margin-left:0px;">Drive performance metrics including productivity, quality, shrinkage, attrition, and AHT targets based on tenure buckets.</li>
</ul>

<ul>
<li style="margin-left:0px;">Handle escalations and provide strong floor support during operations.</li>
</ul>

<ul>
<li style="margin-left:0px;">Conduct weekly monitoring, feedback, and coaching sessions to enhance team performance.</li>
</ul>

<ul>
<li style="margin-left:0px;">Guide and mentor new team members through coaching and on-the-job training.</li>
</ul>

<ul>
<li style="margin-left:0px;">Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction).</li>
</ul>

<ul>
<li style="margin-left:0px;">Perform TNI (Training Needs Identification) and bridge process gaps effectively. </li>
</ul>
Required Skills:

<ul>
<li style="margin-left:0px;">Should have minimum 5+ years of experience in BPO.</li>
</ul>

<ul>
<li style="margin-left:0px;">Should have been designated as a Team Lead for at least 2 years on papers.</li>
</ul>

<ul>
<li style="margin-left:0px;">Should be able to calculate Attrition, Shrinkage, AHT.</li>
</ul>

<ul>
<li style="margin-left:0px;">Should be aware of NPS, Repeat &amp; Churn.</li>
</ul>

<ul>
<li style="margin-left:0px;">Should be aware of Occupancy and Utilization formulas.</li>
</ul>

<ul>
<li style="margin-left:0px;">Candidate should be good in communication.</li>
</ul>

<ul>
<li style="margin-left:0px;">For Team Lead- Inbound experience is mandatory</li>
</ul>

<ul>
<li style="margin-left:0px;">Graduation is must. </li>
</ul>
Additional Requirements:

<ul>
<li style="margin-left:0px;">Flexible to work in a 24x7 shift environment.</li>
</ul>

<ul>
<li style="margin-left:0px;">Willingness to work from office (WFO). </li>
</ul>

Operations Team Lead in Navi Mumbai (UID-10373)

Job Description

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Job Description for Operations Team Lead

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