- Location: Mohali / Chandigarh
- Shift: US Shift / Night Shift
- Department: Operations
- Reports To: Operations Manager / Senior Operations Manager

JOB SUMMARY

We are looking for a Senior Team Leader to lead and manage a high-performing operations team in a fast-paced US-based outbound sales, retentions, collections, and customer service call center workplace. The role will be responsible for driving operational performance, team productivity, quality, compliance, customer outcomes, and leadership development across assigned business units. The ideal candidate will have strong people leadership skills, a sharp understanding of contact center metrics, and the ability to drive continuous improvement through coaching, reporting, stakeholder management, and execution excellence.

KEY RESPONSIBILITIES

1. PERFORMANCE MANAGEMENT
- Monitor performance and analyze trends across key metrics.
- Conduct DBRs, WBRs, and MBRs.
- Develop improvement plans and drive action to close gaps.
- Review coaching effectiveness and ensure timely documentation.
- Drive accountability for KPI, SLA,



and business goal achievement.

2. OPERATIONAL EXCELLENCE
- Manage day-to-day operations to ensure service and productivity.
- Partner with WFM for optimal staffing, scheduling & occupancy.
- Monitor utilization, occupancy, absenteeism & real-time performance.
- Drive efficiency and support business continuity.
- Ensure operational readiness and issue resolution.

3. QUALITY & COMPLIANCE
- Ensure adherence to quality, compliance, and regulatory standards.
- Monitor quality trends and reduce compliance violations.
- Partner with QA to improve audit scores and process adherence.
- Drive a culture of quality, customer focus, and process discipline.

4. CLIENT & STAKEHOLDER MANAGEMENT
- Act as key operational point of contact for stakeholders.
- Participate in client reviews and governance meetings.
- Present operational performance, trends, and action plans.
- Collaborate with WFM, QA,Training,

📌 Team Leader (Chandigarh)
🏢 Lytegen
📍 Chandigarh