Team Leader - Operations || Pune
- IGT Solutions
- 5 - 6 years
- Pune
- 11 days ago
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Job Description
Role Summary:
We are looking for an experienced and dynamic Team Leader- Operations to lead and manage a team of 15-20 members in a fast-paced international process environment. The ideal candidate will be responsible for managing team performance, driving productivity, quality, shrinkage, and attrition, while coaching and supporting team members to achieve business goals. The candidate should also have experience handling international processes and leading teams in a high-performing, 24/7 work environment.
What you would be doing:
- Team Management: Leading and managing a team of 15-20 team members, ensuring the achievement of performance targets (Productivity, Quality, Shrinkage, Attrition).
- Performance Coaching & Development: Coaching new team members, conducting regular performance reviews, and providing feedback to help enhance team members' skills and productivity.
- Process Improvement & Recommendations: Reviewing current processes and recommending improvements to optimize overall team performance and Customer Satisfaction (CSAT).
- Training Needs Analysis (TNA): Identifying training gaps, addressing process issues, and designing plans to bridge gaps to ensure consistent team growth.
- Floor Support & Escalation Management: Providing ongoing floor support, managing live escalations, and ensuring smooth handling of issues in real-time.
- Target Achievement: Managing and ensuring that individual and team targets (IC targets, AHT) are met as per the given guidelines, segmented by tenure buckets.
- Reporting & Analysis: Monitoring and reviewing team performance data regularly to identify areas of improvement and taking corrective actions.
- Shift Flexibility: Working in a flexible 24/7 environment to provide consistent support and leadership.
Qualifications & Skills:
- Experience: Minimum of 1+ years of experience in managing a team in an international process.
- Preferred Experience: Previous experience in handling hotel industry processes and leading teams in a customer service-oriented environment.
- Leadership Skills: Strong supervisory and team management skills, with the ability to motivate and manage team members effectively.
- Communication Skills: Excellent written and verbal communication skills in English.
- Technical Skills: Basic proficiency in computers, MS Excel, and relevant software.
- Organizational Skills: Highly organized, methodical, and capable of managing multiple tasks simultaneously.
- Flexibility: Comfortable working in a 24/7 work environment with the ability to adapt to changing business needs.
Whats Expected:
- Ability to drive performance and team development in a high-pressure environment.
- A passion for improving team performance and delivering excellent customer service.
- Strong decision-making skills and the ability to handle escalations effectively.
Additional Information:
- Work Environment: 5 days working, Work From Office (WFO), flexible shifts.
- Must Have: Previous experience in hotel industry processes is a must.
Contact Person:
Sonam Singh
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Pune+ View Contact
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