We are seeking an experienced Group Lead – Operations to oversee and manage a team within our operations unit. The ideal candidate should come with a strong background in BPO operations (inbound preferred) and possess proven team handling experience. This role requires a leader who is process-oriented, result-driven, and capable of ensuring the team meets performance metrics while delivering high-quality customer service.

Key Responsibilities:

- Lead, supervise, and mentor a team of associates to meet operational goals and KPIs.
- Monitor daily operations to ensure SLAs and productivity standards are consistently met.
- Conduct regular team meetings, one-on-ones, and performance reviews.
- Handle escalations and ensure prompt resolution to maintain customer satisfaction.
- Prepare and analyze daily/weekly/monthly reports and share insights with management.
- Work closely with cross-functional teams to identify areas of improvement and implement solutions.
- Ensure adherence to company policies, operational guidelines,



and quality standards.
- Provide coaching and support to underperforming team members.
- Participate in hiring, onboarding, and training new team members as needed.

Requirements:

- Graduate in any discipline (preferred: B.Com/BBA/BA).
- 1-4 years of work experience in BPO/Operations, with at least 1 year in a team lead or group lead role.
- Solid understanding of inbound BPO processes and metrics.
- Excellent communication, people management, and problem-solving skills.
- Proficiency in MS Office (Excel, Word, PowerPoint).
- Willingness to work in shifts and under pressure to meet deadlines.

Preferred Skills:

- Knowledge of workforce management tools and ticketing platforms.
- Experience in customer service operations (healthcare, telecom, insurance, etc.).
- Exposure to continuous improvement methodologies (like Lean or Six Sigma – optional).

📌 Group Lead - operations (Indore)
🏢 MD India Health Insurance TPA
📍 Indore