Operations Team Lead

Globiva; Gurugram District; On-site; INR 30,000 - 36,000; Full time

Job summary

Globiva is seeking a Team Leader to manage a BPO back-office/operations team located in Sector 18, Udyog Vihar Phase 4, Gurgaon. You will monitor AHT, attrition, shrinkage, and quality, provide coaching, and partner with the client to drive improvements in delivery and performance.

The ideal candidate has at least 1 year of TL experience in a BPO, strong communication skills, and a graduation degree. Immediate joiners are preferred; six days a week work model applies.

Qualifications

• Must know AHT, Attrition, Shrinkage, YTD/MTD metrics.
• Excellent communication skills in English and Hindi.
• Graduation is mandatory.
• Immediately available candidates preferred.

Responsibilities

• Manage a team and monitor performance daily.
• Track AHT, attrition and shrinkage with timely feedback.
• Conduct weekly quality audits and draw actionable insights.
• Prepare reports and incentive-related sheets for the client.
• Coordinate with client for delivery and resolve process gaps.

Skills

Team management

AHT metrics

Attrition control

Quality audits

Client interaction

Education

Graduation

Tools

Operations tools

Job description

PFB the JD For Team Leader

Key responsibilities and skills:

• Demonstrated ability to effectively manage a team.
• Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC.
• Expert knowledge of Operations processes and supporting tools.
• Monitoring customer interactions and providing timely feedback.
• Conducting quality audits on weekly basis. Studying the team data to analyze and drawing trends.
• Drawing up action plans for the advisors requiring coaching or development
• Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required.
• Monitoring team performance. Enable development opportunities for team through participation in various initiatives.
• Prepare development plans for team members and track their implementation.
• Answering queries raised by the team. Interaction with client on need basis for delivery.
• Preparing reports, incentive sheet, etc. Identifying process gaps and collaborates with the Client to formulate solutions. Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to Sr. Executives. Strong customer service skill.

Preferred candidate profile

• 1) Minimum 1 year experience as TL in BPO is mandatory.
• 2) Excellent communication is required.
• 3) Graduation is must.
• 4) Immediate joiner would be preferred.

Salary Budget ( 30kctc to 36kctc )

Work Location - Sector 18, Udyog Vihar Phase 4, Gurgaon (Haryana)

6 days working