Team Leader - Operations | Noida- Sec 58

Digitide Solutions Limited; Dadri; On-site; INR 600,000 - 800,000; Full time

Job summary

Digitide Solutions Limited is seeking a Team Lead - Operations to manage real-time activities, monitor calls and RTM, and drive KPIs such as SLAs, AHT, and CSAT. The role involves daily interaction with team members, providing feedback, and weekly performance reviews from Noida location.

The ideal candidate should be a graduate with excellent communication skills and about 4 years of overall experience, including 2 years in a team leadership role. The position entails a 6-day work week.

Qualifications

• Graduate with good academic record.
• Excellent communication skills in English and Hindi.
• Total experience of 4 years, with at least 2 years in a Team Lead - ops role.

Responsibilities

• Manage real-time activities by monitoring daily Calls, RTM, and Break Management.
• Drive process KPIs like SLAs, AHT, Abandon%, and other KPIs to meet targets.
• Lead team KPIs including CSAT, AHT, FTR, attrition, shrinkage, tagging, and shift adherence.
• Interact with team members daily to review FTD/MTD performance and provide immediate feedback with target attainment calculations.
• Conduct call monitoring/listening to identify gaps and improve CQ and CSAT scores.
• Lead weekly team review to identify top and bottom performers.
• Prepare weekly roster considering shrinkage and maintain team leave tracker to plan leaves.
• Review team RAG data and conduct one-on-one sessions to manage attrition.

Skills

Communication skills

Education

Graduate

Job description

Role & responsibilities

• Managing real-time activities by monitoring the daily Calls / RTM/Break Management
• Responsible for achieving process KPIs like SLAs, AL, AHT, Abandon % and all the other KPIs
• Responsible for achieving team KPIs like CQ, CSAT, AHT, FTR, Attrition %, Shrinkage %, Tagging%, Shift adherence, login hours adherence etc.
• Interacting with Team members on daily basis and share their FTD and MTD performance. Moreover, sharing immediate feedback along with the calculation of achieving the desired targets
• Call Monitoring / Call listening activities to identify the gap in order to maintain CQ and CSAT scores.
• Taking team weekly review and analyze the top and the bottom performer of the team
• Preparation of weekly team roster by considering the shrinkage%. Also, maintaining the leave tracker of the team so that all leaves should be planned prior
• Taking RAG data of the team and conducting one o one session with the resources in order to control the attrition %

Preferred candidate profile

• *Candidate must be graduate.
• *Excellent comm skills
• Overall exp should be 4 yr out of which 2 yr as Team Lead -ops on paper.
• *Job location :- Noida
• *6 Days working

Thanks,