Team Leader - Operations (Secunderabad)

Team Leader - Operations (Secunderabad)

Key Responsibilities:

Team Management:

- Lead, mentor, and motivate a team of customer service representatives.
- Conduct regular team meetings, one-on-ones, and performance reviews.
- Address team concerns and provide feedback for continuous improvement.

Performance Monitoring:

- Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
- Set and track performance targets and KPIs.
- Implement strategies to achieve and exceed performance goals.

Quality Assurance:

- Ensure adherence to quality standards and protocols.
- Conduct regular quality checks and audits of calls.
- Provide coaching and training to enhance service quality.

Operational Management:





- Manage daily operations to ensure efficient workflow and resource allocation.
- Handle escalated customer issues and complaints.
- Collaborate with other departments to resolve complex issues.

Reporting:

- Prepare and present regular performance reports to senior management.
- Analyze trends and identify areas for improvement.
- Recommend and implement process improvements.

Training and Development:

- Identify training needs and coordinate training sessions.
- Foster a culture of continuous learning and development within the team.

Compliance:

- Ensure compliance with company policies, procedures, and regulatory requirements.
- Maintain up-to-date knowledge of industry trends and best practices.

Qualifications:

- Education:
- Bachelors degree.

Experience:

- Minimum 5 years of experience in a contact center environment.
- Proven experience in a supervisory or team leader role, preferably in an international voice contact center.

Skills:

- Excellent leadership and people management skills.
- Strong analytical and problem-solving abilities.




- Exceptional communication and interpersonal skills.
- Ability to work in a fast-paced and dynamic environment.
- Proficiency in using contact center software and CRM systems.
- Other Requirements:
- Flexibility to work in different shifts, including nights and weekends.
- Robust understanding of customer service principles and practices.
- Ability to handle high-pressure situations calmly and effectively.

📌 Team Leader - Operations
🏢 Sagality India
📍 Secunderabad

The original job offer can be found in Kit Job:
kitjob.in/job/178271822