Operations Team Lead

TP; Jaipur; On-site; INR 450,000 - 750,000; Full time

Job summary

TP in Jaipur seeks a capable Team Leader to manage an inbound contact center for domestic ecommerce. You will take care of attrition, shrinkage, CSAT, Quality, FCR, and NPS, resolving queries and escalating where needed, while ensuring timely, accurate performance reporting.

You will coordinate periodic meetings with Trainers and Managers, provide the team with a clear vision of process objectives, and motivate members to exceed customer expectations by leading by example.

Responsibilities

• Take care of Attrition, Shrinkage, CSAT, Quality, FCR, NPS for domestic ecommerce process.
• Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
• Compile and publish reports on teams’ performance reports on set frequencies (Daily/Weekly/Monthly etc.).
• Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.
• Provide the team with a vision of the process objectives.
• Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.

Job description

• Take care of Attrition, Shrinkage, CSAT, Quality, FCR, NPS for domestic ecommerce process.
• Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
• Compile and publish reports on teams’ performance reports on set frequencies (Daily/Weekly/Monthly etc.).
• Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.
• Provide the team with a vision of the process objectives.
• Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
• Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Facilitate problem solving and collaboration.