Operations Team Lead
Vliv
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Job summary
Venturesathi Business Services LLP is seeking an Operations Team Leader to guide a high-performance voice operations team. You will own productivity, conversion, quality, customer experience, adherence, and operational efficiency while translating business objectives into team goals.
You will mentor frontline associates, conduct daily huddles, coach underperformers, and partner with HR on engagement and performance management. This is a hands-on leadership role focused on measurable impact.
Qualifications
- Bachelor's degree required.
- 2–5 years of experience in Voice/BPO/Contact Center operations.
- Minimum 1 year in a Team Leader / supervisory role.
Responsibilities
- Lead a voice operations team and own performance against KPIs.
- Coach and develop team members, conduct daily huddles and reviews.
- Ensure adherence to processes, workflows, and quality standards.
- Monitor call volumes, productivity, and conversion performance.
- Drive continuous improvement and data-driven decision making.
- Collaborate with HR, Quality, Training, MIS, and IT for operations excellence.
Skills
Education
Tools
Job description
At Venturesathi Business Services LLP, we are building a high-performance, technology-enabled business operations environment where people, process, and technology come together to deliver measurable outcomes.
As an Operations Team Leader, you will be responsible for leading a high-performing voice operations team and owning the team's performance across productivity, conversion, quality, customer experience, adherence, and operational efficiency.
You will be the key link between frontline associates and Operations Management—translating business objectives into actionable team goals, developing people, identifying performance opportunities, and creating a culture of accountability and continuous improvement.
This is a hands‑on leadership role for someone who is passionate about people, performance, and delivering measurable business impact.
· Own daily, weekly, and monthly team performance and business outcomes.
· Drive achievement of defined conversion, productivity, quality, and operational KPIs.
· Translate business targets into clear individual and team‑level goals.
· Track performance trends and proactively identify risks to target achievement.
· Develop and execute action plans to close performance gaps.
· Drive a strong performance‑first culture without compromising customer experience or process quality.
· Ensure maximum utilization and effective management of assigned leads.
· Identify opportunities to improve conversion, productivity, and overall operational efficiency.
- Lead, inspire, coach, and develop a team of Voice Process Associates.
- Conduct daily huddles, performance reviews, one‑on‑one discussions, and team connect sessions.
- Establish clear expectations around performance, behavior, attendance, and professional standards.
- Identify individual strengths and development areas and create focused coaching plans.
- Recognize and reward high performers while providing structured support to underperformers.
- Build a collaborative, inclusive, and high‑accountability team culture.
- Develop high‑potential associates for future leadership opportunities.
- Partner with HR on employee engagement, retention, performance management, and disciplinary matters.
- Ensure smooth execution of day‑to‑day voice operations.
- Monitor call volumes, connectivity, follow‑ups, productivity, and conversion performance.
- Ensure timely and effective handling of assigned leads.
- Minimize lead leakage through structured follow‑up and pipeline management.
- Monitor operational bottlenecks and implement corrective actions.
- Ensure team members consistently follow defined workflows, scripts, systems, and operating procedures.
- Maintain operational readiness during peak volumes and business‑critical periods.
- Champion a customer‑first approach across every interaction.
- Ensure calls meet defined quality, compliance, and communication standards.
- Partner with the Quality team to identify call‑level and process‑level improvement opportunities.
- Conduct regular call listening and coaching sessions.
- Provide actionable feedback on communication, objection handling, process adherence, and closing techniques.
- Identify recurring customer concerns and recommend improvements to the process.
- Ensure escalated customer concerns are handled professionally and resolved within defined timelines.
- Build a structured coaching culture based on data, call observations, and individual performance.
- Conduct targeted coaching sessions based on specific performance gaps.
- Collaborate with Training teams to identify skill and knowledge gaps.
- Support new hires during nesting and transition to live operations.
- Conduct refresher sessions on communication, product/process knowledge, objection handling, and conversion.
- Share best practices and successful call approaches across the team.
- Drive continuous improvement through regular review of team performance and operational challenges.
- Own and maintain accurate daily, weekly, and monthly performance reports.
- Analyze team‑level and individual‑level performance trends.
- Track critical metrics including:
- Conversion Rate
- Productivity
- Connect/Contact Rate
- Quality Score
- Schedule Adherence
- Customer Experience
- Use data to identify performance trends, root causes, and improvement opportunities.
- Present meaningful operational insights to the Operations Manager.
- Ensure timely and accurate MIS reporting.
- Monitor attendance, login adherence, roster compliance, breaks, and schedule adherence.
- Ensure appropriate team coverage throughout operating hours.
- Maintain discipline and professional standards across the team.
- Identify attendance and behavioral concerns and initiate appropriate corrective action in coordination with HR.
- Ensure compliance with organizational policies, SOPs, and process requirements.
- Maintain a professional, respectful, and performance‑driven workplace.
Work closely with:
Operations | Quality | Training | HR | MIS | Recruitment | IT | Managementto ensure seamless business execution.
- Communicate manpower and operational requirements to relevant stakeholders.
- Coordinate with Recruitment and Training teams during hiring and new‑batch onboarding.
- Partner with Quality and Training teams on performance improvement initiatives.
- Coordinate with MIS for accurate reporting and performance dashboards.
- Work with IT to resolve system, CRM, dialer, or technical issues affecting productivity.
- Support management during new initiatives, process transitions, campaigns, and operational ramp‑ups.
- Bachelor's degree in any discipline.
- 2–5 years of experience in Voice/BPO/Contact Center operations.
- Minimum 1 year of experience in a Team Leader / supervisory role.
- Proven track record of managing teams and delivering operational targets.
- Strong understanding of voice operations, conversion, productivity, quality, and performance management.
- Excellent verbal and written communication skills.
- Strong people management, coaching, and conflict‑resolution capabilities.
- Strong analytical and problem‑solving skills.
- Good working knowledge of MS Excel / Google Sheets and CRM/lead management systems.
- Ability to work effectively in a fast‑paced, target‑driven environment.
- Experience in lead conversion, customer acquisition, onboarding, telesales, customer engagement, or inside sales.
- Experience managing 15–25+ associates.
- Exposure to CRM, dialer, call‑monitoring, workforce management, or reporting platforms.
- Strong knowledge of call quality and performance management frameworks.
- Experience in a high‑volume, multi‑process BPO/ITES environment.
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