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Team Lead Operations

6.00 to 11.00 Years   Hyderabad   28 Mar, 2025
24X7 EASY RECRUITZ PRIVATE LIMITED
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 5 - 10 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Roles & Responsibilities:A) People Management1. Take ownership of the workflow and work.2. Manage a team of 15-20 associates and ensure the team meets the required targets.3. Be a process expert and support the team by answering their queries in real time.4. Conduct regular connect to understand the pulse of the team.5. Manage leaves and ensure shrinkage does not impact the teams productivity.6. Working in coordination with the other leads to ensure business operations runs smooth.7. Build a road map for your team members in terms of career growth and ensure employee satisfaction.8. Effectively communicate with the team understanding change in business dynamicsB) Performance Management1. Track performance of the team and team members individually identifying areas of opportunities for the process as well as the team.2. Conduct new hire process training session and coach team members to be experts in the process.3. Identify areas of opportunities by performing audits and share feedback to the team accordingly.4. Identify BQs and come up with an action plan to improve their performance.5. Work closely with the internal teams to identify process improvement opportunities andwork together to streamline the process.c) Business Partner Management1. Interact with international business partners whenever required, understand therequirements, and manage the team to meet the requirements.2. Act as a bridge between the team and business partners ensuring smooth flow ofinformation regarding the process.3. Participate in weekly review and work closely with the Operations Manager to prepare datafor MBR and QBR.Required Experience: Min 6-8 years in a Customer Success/International BPO environment, with at least2 Years in a team leader or supervisory role on paper, in call-based or customer service functions. Education: Bachelors degree (Minimum requirement) Communication: Exceptional written and verbal communication. Should be ready to work in 24*7 environment.

Keyskills :
international bpovoice processteam handling

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