Operations Team Lead

TP; Thane District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

An established industry player is seeking a dynamic team leader to manage a diverse group of customer service agents. This full-time role involves motivating and developing team members while ensuring compliance with policies and achieving performance targets. The ideal candidate will foster open communication, address grievances, and implement action plans to enhance team effectiveness. If you are passionate about leadership and team development in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Experience in managing teams and achieving targets.
• Strong communication and motivational skills.
• Proven ability to coach and develop agent skills and performance

Responsibilities

• Manage a diverse team of CSAs towards achieving targets.
• Conduct regular meetings to address team issues and concerns.
• Be accessible to escalate grievances from a CSE and drive timely resolutions.
• Conduct regular meetings to maintain open communication and create action plans for issues raised by the team.
• Respond to and resolve issues arising within the team or across departments that affect team effectiveness.
• Oversee need-based escalation of decisions and ensure proper follow-up

Job description

• To manage a large and diverse team of CSAs working towards pre-defined targets
• Ensure prompt and accurate service and achievement of targets
• Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate agents in a monotonous job environment
• Develop agent skill sets and manage personal development goals for the agents
• To be accessible when a CSE has grievance that needs escalation.
• Conduct meetings regularly to ensure open communication and devise an action plan to address issues/ concerns raised by the team
• Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness
• Need-based escalation of decisions and ensure proper follow-up of the same

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

Outsourcing and Offshoring Consulting