Team leader Operations

Brillminds Global Private Limited; Pune District; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Brillminds Global Private Limited in Pune is seeking an experienced Operations Lead to manage a voice-based customer support team. You will oversee daily operations, coach agents, monitor KPIs, and drive improvements to deliver high-quality service aligned with client requirements.

The role requires 5–10 years in BPO, strong leadership, and proficiency in Excel for reporting. The ideal candidate demonstrates analytical thinking, problem solving, and the ability to optimize processes in a

Qualifications

• 5–10 years of BPO / Customer Support experience.
• 2–5 years of team-handling experience in a voice process.
• Strong knowledge of KPI, SLA, AHT, CSAT, and quality metrics.
• Experience in attrition management, employee engagement, and performance coaching.
• Good communication, leadership, analytical, and problem-solving skills.
• Proficiency in MS Excel and operational reporting.

Responsibilities

• Manage daily team operations, attendance, productivity, and schedule adherence.
• Monitor KPIs, including AHT, CSAT, FCR, quality, and SLA.
• Drive team performance through regular coaching and feedback.
• Monitor and control attrition, absenteeism, and shrinkage.
• Handle customer escalations and ensure quality service delivery.
• Prepare performance reports and implement improvement plans.
• Ensure compliance with company policies and client requirements.

Skills

Leadership

Team handling

Communication

Analytical skills

Problem solving

Tools

MS Excel

Job description

Key Responsibilities

• Manage daily team operations, attendance, productivity, and schedule adherence.

• Monitor KPIs, including AHT, CSAT, FCR, quality, and SLA.

• Drive team performance through regular coaching and feedback.

• Monitor and control attrition, absenteeism, and shrinkage.

• Handle customer escalations and ensure quality service delivery.

• Prepare performance reports and implement improvement plans.

• Ensure compliance with company policies and client requirements.

Required Skills & Experience

• 5–10years of BPO / Customer Support experience.

• 2–5 years of team-handling experience in a voice process.

• Strong knowledge of KPI, SLA, AHT, CSAT, and quality metrics.

• Experience in attrition management, employee engagement, and performance coaching.

• Good communication, leadership, analytical, and problem-solving skills.

• Proficiency in MS Excel and operational reporting.