Team Leader - Operations (BPO Experience)
- IGT
- 1 - 4 years
- Bhopal
- 2 months ago
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Job Description
Job Description:
We are seeking a dynamic and experienced Team Leader to manage a team of 15-20 members within our international process operations. The successful candidate will be responsible for leading the team, ensuring optimal performance, and implementing strategies to improve productivity, quality, and overall customer satisfaction.
Roles and Responsibilities:
- Lead and manage a team of 15-20 team members, providing direction and guidance.
- Oversee and manage team performance, including productivity, quality, shrinkage, and attrition.
- Coach and mentor new team members to ensure smooth onboarding and skill development.
- Analyze current processes and provide recommendations to improve overall performance and CSAT.
- Identify training needs and work to bridge process gaps.
- Conduct weekly performance monitoring and coaching sessions to drive continuous improvement.
- Provide floor support and manage escalations effectively.
- Meet and exceed individual contributor (IC) targets and KPIs.
- Ensure that Average Handling Time (AHT) is maintained as per the defined targets for different tenure buckets.
- Proficiency in basic computer skills and MS Excel.
- Previous experience in handling international processes is required.
- Strong supervisory skills and the ability to manage both team members and subordinates.
- Excellent written and verbal communication skills in English.
- Organized, methodical, and detail-oriented with a strong focus on achieving results.
- Flexibility to work in a 24x7 environment.
- 6 days working, work-from-office (WFO) setup.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Bhopal
Keyskills: attrition team leader team handling aht shrinkage kpi tat domestic operations domestic process sla
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