Team Lead

Walmart; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Walmart in Bengaluru is seeking an experienced Operations Manager to lead a team of BPO professionals and drive excellence in customer service, sales, and support.

The role includes developing strategies to reduce shrinkage and attrition, conducting regular appraisals to boost team skills, and ensuring SLA compliance by monitoring KPIs.

Qualifications

• 6–12 years of experience in BPO operations.
• Proven track record in managing teams to meet objectives.
• Strong understanding of attrition control, appraisal management, SLA management, shrinkage concepts.

Responsibilities

• Manage a team of BPO professionals to achieve operational excellence in customer service, sales, and support.
• Develop and implement strategies to reduce shrinkage, attrition, and improve overall performance metrics.
• Conduct regular appraisals and provide feedback to team members to enhance their skills and productivity.
• Ensure compliance with SLAs by monitoring key performance indicators.

Skills

Team leadership

Operations management

Customer service

Performance improvement

KPI monitoring

Job description

Roles and Responsibilities :

• Manage a team of BPO professionals to achieve operational excellence in customer service, sales, and support.
• Develop and implement strategies to reduce shrinkage, attrition, and improve overall performance metrics.
• Conduct regular appraisals and provide feedback to team members to enhance their skills and productivity.
• Ensure compliance with SLAs (Service Level Agreements) by monitoring key performance indicators.

Job Requirements :

• 6-12 years of experience in BPO operations or similar industry.
• Proven track record in managing teams effectively to meet business objectives.
• Strong understanding of Attrition Control, Appraisal Management, Sla Management, Shrinkage concepts.