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 effective 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 setting.
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.
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📌 Team Leader Bengaluru
🏢 Sagility India Private
📍 Bengaluru