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>

<ul>
<li style="margin-left:0px;">Ensure that IC (Individual Contributor) targets are met by the team.</li>
</ul>

<ul>
<li style="margin-left:0px;">Utilize MS Excel and other basic computer tools to generate and track reports.</li>
</ul>

Required Skills &amp; Qualifications:

<ul>
<li style="margin-left:0px;">Prior experience in international process handling required.</li>
</ul>

<ul>
<li style="margin-left:0px;">Proven experience in team handling, including the ability to manage and develop team members and subordinates.</li>
</ul>

<ul>
<li style="margin-left:0px;">Strong supervisory skills with the ability to inspire and drive performance.</li>
</ul>

<ul>
<li style="margin-left:0px;">Excellent written and verbal communication skills in English.</li>
</ul>

<ul>
<li style="margin-left:0px;">Well-organized, methodical, and detail-oriented.</li>
</ul>

<ul>
<li style="margin-left:0px;">Proficient with basic computer operations and MS Excel.</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>

Preferred Experience:

<ul>
<li style="margin-left:0px;">2+ years of experience in team leading roles within an international BPO/KPO environment.</li>
</ul>

<ul>
<li style="margin-left:0px;">Background in German customer support or German-speaking client management is highly advantageous. </li>
</ul>

Operations Team Lead in Gurugram (UID-10023)

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Job Description for Operations Team Lead

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