Operations Team Lead

Niftel Communications; Gurugram District; On-site; INR 214,000 - 357,000; Full time

Job summary

Niftel Communications in Gurgaon is seeking a results-driven Team Leader to guide a high-performing BPO cohort. You will manage day-to-day operations, motivate staff, and ensure service levels are met.

The role emphasizes KPI mastery (AHT, CSAT, quality scores) and people development through coaching, feedback, and action plans, with collaboration across Quality, Training, and Operations teams.

Qualifications

• Prior experience as a Team Leader in the BPO industry.
• Strong understanding of BPO operations and people management.
• Familiar with AHT, CSAT, Quality Scores, Productivity & Utilization, Shrinkage & Attendance, SLA Adherence, Schedule Compliance, Attrition, Coaching.

Responsibilities

• Lead, motivate, and manage a team to achieve operational goals.
• Monitor team performance and adherence to SLAs and client expectations.
• Conduct coaching sessions, team huddles, and performance reviews.
• Drive continuous improvement through feedback, mentoring, and action plans.
• Collaborate with Quality, Training, and Operations to enhance team performance.

Skills

Team Leadership

BPO Operations

People Management

KPI/KRA Knowledge

Job description

Hello Job seekers,

Greetings from Niftel Communications !!

We're Hiring | Team Leader | Gurgaon | Niftel Communications

Ready to take the next step in your BPO leadership career? Join Niftel Communications and lead a high-performing team!

Position: Team Leader
Location: Gurgaon (Work From Office)
Salary: Up to 32,000 In-Hand
Joining: Early/Immediate Joiners Preferred

Key Responsibilities:

Lead, motivate, and manage a team to consistently achieve operational goals.
Monitor team performance and ensure adherence to SLAs and client expectations.
Conduct coaching sessions, team huddles, and performance reviews.
Drive continuous improvement through feedback, mentoring, and action plans.
Collaborate with Quality, Training, and Operations teams to enhance team performance.

Required Skills & Experience:

Prior experience as a Team Leader in the BPO industry is mandatory.
Strong understanding of BPO operations and people management.
Sound knowledge of key KPIs & KRAs, including:

• AHT (Average Handle Time)
• CSAT (Customer Satisfaction)
• Quality Scores
• Productivity & Utilization
• Shrinkage & Attendance
• SLA Adherence
• Schedule Compliance
• Attrition Management
• Team Performance & Coaching

Excellent communication, leadership, and stakeholder management skills.