Job Title: Team Lead - Operations
Level: OM1
Reporting to: Assistant Manger
Location: Bangalore
Working Hours/ Days: 9 Hours / 5 Rational Days a Week
Shift: Rotational Night shifts
Company URL:
Key Responsibilities:
Team Management:
- Lead, mentor, and motivate a team of customer service representatives.
- Conduct regular team meetings, one-on-ones, and performance reviews.
- Address team concerns and provide feedback for continuous improvement.

Performance Monitoring:
- Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
- Set and track performance targets and KPIs.
- Implement strategies to achieve and exceed performance goals.

Quality Assurance:
- Ensure adherence to quality standards and protocols.
- Conduct regular quality checks and audits of calls.
- Provide coaching and training to enhance service quality.

Operational Management:
- Manage daily operations to ensure efficient workflow and resource allocation.
- Handle escalated customer issues and complaints.




- Collaborate with other departments to resolve complex issues.

Reporting:
- Prepare and present regular performance reports to senior management.
- Analyze trends and identify areas for improvement.
- Recommend and implement process improvements.

Training and Development:
- Identify training needs and coordinate training sessions.
- Foster a culture of continuous learning and development within the team.

Compliance:
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Maintain up-to-date knowledge of industry trends and best practices.

Qualifications:
- Education:
- Bachelors degree.

Experience:
- Minimum 5 years of experience in a contact center environment.
- Proven experience in a supervisory or team leader role, preferably in an international voice contact center.

Skills:
- Excellent leadership and people management skills.
- Robust analytical and problem-solving abilities.
- Exceptiona

📌 Team Leader (Bengaluru)
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