Greetings from Sutherland!

We are hiring for Operations Team Leaders(Associate Manager on paper) for our Navi Mumbai(Airoli) location for a customer service process. This is a 5 day work from office opportunity with rotational shifts. Please see below the job description and qualifications required for the same.

Responsibilities, Qualifications and Experience

We are looking for an experienced and performance-driven Team Leader to manage a team of customer service executives in our BPO setup. The ideal candidate will be responsible for supervising day-to-day operations, coaching team members, and ensuring adherence to quality and compliance standards. This is a leadership role that requires strong people management and sales skills in a high-pressure, target-driven setting. Please see below.

1. Graduate in any stream.

- 4+ years of call center experience. 1+ years in a team handling capacity.
- Previous experience in quality assurance, team management, or a similar leadership role is preferred.

2. Skills and Competencies

- Call Monitoring and Feedback:
- Proficient in evaluating call quality and providing actionable feedback.
- Strong understanding of quality standards, resolve rate goals, and KPIs.

3. Analytical Skills:

- Ability to analyze Excel reports to identify call trends, agent performance gaps, and focus areas.




- Skilled in identifying patterns in behavior and performance to design improvement plans.

4. Coaching and Mentoring:

- Effective coaching skills to guide agents and Quality Analysts.
- Ability to conduct training sessions and foster continuous learning.

5. People Management:

- Strong interpersonal skills to manage diverse teams effectively.
- Minimum 1 year of Team Manager experience
- Expertise in handling attrition and shrinkage through proactive measures.
- Ability to motivate and engage team members to achieve targets.

6. Conflict Resolution:

- Skilled in resolving conflicts while maintaining neutrality and professionalism.
- Demonstrates fairness and unbiased decision-making.

7. Action Plan Execution:

- Strong in creating and executing actionable plans to meet business objectives.
- Ability to align team efforts with organizational goals, focusing on resolve rate and other key metrics.

8. Communication and Collaboration:

- Excellent verbal and written communication skills.
- Capable of working closely with stakeholders, agents, and Quality Analysts to drive performance improvements.
- Work Schedule and Other Requirements
- Willing to work night shifts only, with rotational week-offs.
- High adaptability to a challenging and dynamic environment.
- Organized and capable of managing multiple priorities while meeting deadlines.

📌 Team Lead (Mumbai)
🏢 Sutherland
📍 Mumbai