Job Description:

Job Title: Team Leader - Operations

Job Overview:

We are seeking an experienced and dedicated skilled to join our team as a Team Leader for Call Center and Back Office Operations. The ideal candidate will have a robust background in managing both call center and back-office processes, ensuring operational efficiency, and leading a team to deliver high-quality service. If you possess excellent organizational and leadership skills, and have a proven track record in both domains, we encourage you to apply.

Responsibilities:

Team Leadership:
Lead, mentor, and motivate a team of customer support representatives and back-office personnel.
Conduct regular team meetings, provide coaching, and foster a positive and cooperative team culture.
Ensure team members are well-trained and equipped to meet performance targets.

Operational Excellence:
Oversee both call center and back-office operations to ensure seamless coordination between the two functions.
Monitor key performance indicators (KPIs)



for both areas and implement strategies for continuous improvement.
Identify and implement process enhancements to optimize efficiency and service quality.

Quality Assurance:
Establish and maintain quality standards for both call center and back-office processes.
Conduct regular quality assessments, provide constructive feedback, and coordinate training programs.
Ensure adherence to company policies, procedures, and compliance standards.

Cross-Functional Collaboration:
Collaborate with other departments to streamline cross-functional processes and improve overall efficiency.
Act as a liaison between the call center and back-office teams to facilitate effective communication and problem resolution.

Reporting and Analysis:
Generate and analyze reports on team and process performance.
Provide insights into trends, areas of improvement, and implement data-driven strategies.
Present regular updates to management on operational achie

📌 Team Leader Pune (India)
🏢 HigHRise Solutions
📍 India