Openings For Team Lead Ops(Ecommerce),3+yrs,Jaipur

Onpoint Corporate Services; Pune District, Jaipur; On-site; INR 450,000 - 650,000; Full time

Job summary

Onpoint Corporate Services is seeking a Team Lead to mentor a group of agents, drive performance, and ensure adherence to KRAs and client KPIs. The role involves direct interaction with US clients, on-floor support, and close monitoring of key metrics.

The ideal candidate will have at least 2 years in a BPO, strong communication skills, and a deep understanding of international ecommerce processes, with experience in KPI, attrition, shrinkage and AHT management. Rotational shifts are required.

Qualifications

• Team lead with exp in managing agents
• Strong communication and client interfacing skills
• Hands-on with KPI, attrition, shrinkage, AHT metrics
• Experience in a BPO and rotational shifts

Responsibilities

• Lead and mentor a team of agents to meet/exceed KRAs and KPIs
• Provide on-floor and floor support to team members
• Interface with US clients to ensure service levels and satisfaction
• Monitor performance against vendor scorecards and drive improvements

Skills

Team leadership

Communication

KPI management

BPO experience

International ecommerce

Attrition

Shrinkage

AHT

Shift rotations

Job description

Lead, mentor a team of agents. Meet or exceed KRA’s, client KPI’s of team members to provide immediate and on the floor support and be responsible for team performance against Vendor established scorecards. Directly interface with US clients.

Required Candidate profile

• Excellent communication skills as a Team Lead min.2 yrs exp.in a bpo
• Deep understanding international ecommerce process
• Hands on exp. in KPI, attrition,shrinkage,AHT etc.
• Rotational SHIFTS