1. JOB DESCRIPTION – TEAM LEADER (OPERATIONS)

The Team Leader – Operations is responsible for managing day-to-day contact center operations, ensuring adherence to defined processes, and driving team performance to meet Service Level Agreements (SLAs). The role involves team supervision, performance management, reporting, and coordination with internal stakeholders to deliver high-quality customer service and operational efficiency.

1. ELIGIBILITY CRITERIA

1. EDUCATIONAL QUALIFICATION:
- Graduate (preferred)
- HSC candidates may be considered with minimum 24 months of relevant experience
2. WORK EXPERIENCE:
- Minimum 24 months of experience as a Team Leader (on paper) in inbound contact center processes
- Must have an excellent performance rating in previous role

- PRELIMINARY SCREENING

- Must clear a Written General Aptitude Test

- LANGUAGE PROFICIENCY

- English: Mandatory (Written & Spoken)
- Hindi & Marathi: Mandatory (Spoken)
- Additional regional language will be an advantage
- Candidates must pass a language proficiency test (written + spoken)

- COMPUTER TYPING SKILLS

- Minimum typing speed: 28 WPM (English)
- Maximum 3 attempts allowed; average score will be considered

- VOICE & ACCENT ASSESSMENT

- Must clear Voice & Accent Test (VNAT)
- Evaluation parameters include:
1. Pronunciation
2. Clarity
3. Intonation
4. Accent neutrality
5. Includes simulation of real call center scenarios

- FINAL INTERVIEW

- Final selection subject to interview by client
- Client reserves the right to accept/reject candidates

1. KEY REPONSIBILITIES

2. TEAM MANAGEMENT & SUPERVISION
- Prepare and publish duty rosters on a fortnightly basis
- Conduct regular 1:1 briefings, coaching, and counselling sessions with Customer Service Executives
- Supervise daily briefing and de-briefing sessions
- Ensure team discipline, decorum, and a positive work environment
- Drive team bonding and engagement activities on a regular basis

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1. OPERATIONAL MANAGEMENT
- Ensure adherence to processes, SOPs, and ISO guidelines
- Manage and implement process changes and updates effectively
- Maintain and regularly review the Shift Log Register
- Schedule and manage offline activities for night shift CSEs
- Monitor daily operations to ensure smooth workflow and service delivery

1.



PERFORMANCE AND SLA MANAGEMENT
- Ensure achievement of daily Service Level Agreements (SLAs)
- Monitor team performance and ensure consistency in quality, productivity, and efficiency metrics
- Track and manage shrinkage (attrition and absenteeism)
- Provide inputs and support for outbound calling performance and data monitoring

- REPORTING & DOCUMENTATION

- Maintain all documents, records, and reports as per SOP and ISO requirements
- Ensure accurate and timely daily reporting and performance tracking
- Maintain compliance with all operational and audit requirements

- STAKEHOLDER MANAGEMENT & COORDINATION

- Coordinate with client (MGL) staff and internal stakeholders
- Report updates, issues, and performance metrics to the CRM In-charge
- Facilitate effective communication between operations and support teams

- CONTINUOUS IMPROVEMENT & ISSUE MANAGEMENT

- Identify opportunities and suggest process improvements to enhance efficiency
- Ensure timely registration and resolution of technical issues (hardware/software/workstations)
- Drive initiatives to improve service quality and operational effectiveness

Key Skills & Competencies

- Strong team handling, leadership, and supervisory skills
- Ability to coach, mentor, and develop Customer Service Executives (CSEs)
- Effective conflict resolution and decision-making abilities
- Strong team motivation, engagement, and people management skills
- Good understanding of contact center operations and workflows
- Ability to manage rosters, shift planning, and workload distribution
- Knowledge of SLA management and performance metrics (AHT, CSAT, FCR, etc.)
- Experience in managing shrinkage (attrition and absenteeism)
- Ability to interpret performance data and drive improvements
- Proactive approach to issue resolution and process enhancement
- Strong adherence to SOPs, ISO standards, and compliance requirements




- High attention to detail in documentation, reporting, and audits
- Proficiency in CRM tools and contact center systems
- Working knowledge of tools like Salesforce and SAP (preferred)
- Good working knowledge of MS Office (Excel, Word, reporting dashboards)
- Strong customer-centric mindset and service orientation
- Ability to handle escalations and sensitive customer situations effectively
- Focus on improving First Call Resolution (FCR) and customer satisfaction
- High level of ownership, accountability, and integrity

1. KEY ACCOUNTABILITY

- Responsible for maintaining all SLA parameters on a daily basis, which contribute to monthly performance evaluation
- Accountable for team performance, operational compliance, and service delivery excellence

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1. OTHER REQUIREMENTS

- · Willingness to work in a 24x7 operational environment, including extended hours during exigencies

- · Flexibility to handle multiple teams / processes as per business needs

- · Ability to manage client visits, audits, and governance reviews

- · Willingness to support transition / migration activities for new processes

- · Readiness to work on continuous improvement initiatives (Lean / Six Sigma exposure preferred)

- · Ability to handle business continuity situations (BCP/DR drills and execution)

- · Willingness to align with organizational policies, information security, and data protection guidelines

- · Capability to drive adherence to attendance, login hours, and schedule compliance at a team level

- · Openness to performance-linked incentives / variable pay structures

- · Willingness to participate in client calibration sessions and external reviews

- · Ability to manage confidential information and sensitive business data responsibly

- · Readiness to work in high-pressure situations during outages, peak demand, or escalations

- · Willingness to travel (if required) for training, client meetings, or operational support

- · Open to technology adoption and automation-led changes in operations

- · Solid commitment to ethical practices and organizational values

- · Ability to represent the team in internal forums, meetings, and client discussions

📌 Team Leader (Maharashtra)
🏢 3i Infotech
📍 Maharashtra