Position Team Leader - Operations Experience Range 1 - 5 Years Location Gurgaon About Us Nirvasa is a fast-growing digital healthcare platform committed to enhancing the overall well-being of individuals through a wide range of evidence-based health products and personalized treatment plans By combining modern scientific research with expert guidance Nirvasa aims to deliver safe effective and impactful healthcare solutions We are dedicated to making premium healthcare accessible to all empowering people to lead healthier more fulfilling lives If you re passionate about working in a dynamic innovative environment that prioritizes health and wellness Nirvasa offers exciting career opportunities for you to grow and contribute to a greater mission Website www nirvasa com Linkedin www linkedin com company nirvasa-healthcare mycompany Roles and Responsibility We are looking for an experienced and proactive Team Leader for our Call Centre division The Team Leader will be responsible for overseeing the day-to-day operations of a team ensuring that all targets are met while maintaining high performance morale and adherence to service level agreements SLAs The ideal candidate should be well-versed in managing key operational metrics such as shrinkage attrition attendance break management and driving a results-oriented environment Key Responsibilities 1 Team Management o Lead manage and motivate a team of agents to achieve performance targets and deliver excellent customer service o Foster a positive team workplace encouraging collaboration innovation and personal growth 2 Shrinkage and Attendance Management o Monitor and manage shrinkage levels to ensure they are within acceptable limits o Maintain accurate records of attendance and ensure effective management of absenteeism o Work closely with departments to ensure attendance policies are adhered to and identify any patterns that need addressing 3 Attrition Management o Implement strategies to reduce attrition by addressing root causes and improving employee engagement o Conduct regular one-on-one meetings with agents to understand any concerns and provide support for career development 4 Service Level Agreement SLA Management o Ensure the team consistently meets or exceeds SLAs as outlined by the client or business standards o Track team performance and provide feedback or corrective actions to ensure SLA adherence o Monitor quality assurance and process compliance to ensure customer satisfaction levels are met 5 Break Management o Ensure break schedules are followed to avoid disruptions in team performance o Optimize break management to ensure there is no impact on productivity while ensuring agents have adequate time for breaks 6 Target Driven Performance o Ensure that agents are motivated and working towards achieving individual and team targets o Implement performance improvement plans where needed and regularly track progress o Foster a competitive yet supportive team environment to ensure goals are met consistently 7 Reporting and Analytics o Prepare and submit regular reports on key performance metrics including shrinkage attendance SLA compliance and productivity o Use data and insights to identify trends and areas for improvement 8 Coaching and Development o Provide regular feedback and coaching to agents offering guidance to help them achieve both personal and team goals o Facilitate skill development and training sessions to improve team capabilities Qualifications Bachelor s degree or equivalent experience Proven experience in a BPO setting with at least 1-5 years in a leadership role Strong understanding of BPO metrics including shrinkage attrition and SLA management Excellent communication and interpersonal skills Strong problem-solving and conflict resolution abilities Ability to manage and motivate a diverse team Results-oriented with a strong drive for success Proficiency in MS Office or other relevant software tools for reporting and performance tracking Skills Competencies Leadership Team Management Time Attendance Management SLA KPI Management Performance Coaching Feedback Conflict Resolution Problem Solving Analytical Reporting Skills Job Type Full-time Pay 25 000 00 - 35 000 00 per month Ability to commute relocate Gurugram Haryana Reliably commute or planning to relocate before starting work Preferred Application Question s What is your last salary in hand Experience Team management 1 year Preferred Location Gurugram Haryana Preferred Work Location In person

📌 Team Leader - Bpo (sales) (Haryana)
🏢 Important Group
📍 Haryana