Team Leader - Sales - Operations

Nirvasa Ayurveda; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Nirvasa Ayurveda, a fast-growing digital healthcare platform based in India, is seeking a team leader to manage and motivate agents within a BPO environment. The ideal candidate will have 1–5 years of leadership experience, possess strong communication skills, and understand critical BPO metrics such as shrinkage and SLA.

The role entails driving team performance, managing attendance, and coaching agents to achieve individual and team targets. Nirvasa is dedicated to creating a positive work environment for personal growth.

Qualifications

• 1–5 years in a leadership role within a BPO environment.
• Strong understanding of BPO metrics, including shrinkage, attrition, and SLA management.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.

Responsibilities

• Lead, manage, and motivate a team of agents to achieve performance targets.
• Monitor and manage shrinkage levels to ensure they are acceptable.
• Implement strategies to reduce attrition by improving employee engagement.
• Ensure the team meets or exceeds SLAs as outlined.
• Prepare and submit regular reports on key performance metrics.

Skills

Leadership & Team Management

Time & Attendance Management

SLA & KPI Management

Performance Coaching & Feedback

Conflict Resolution & Problem Solving

Analytical & Reporting Skills

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

About Us

Nirvasa is a fast‑growing digital healthcare platform committed to enhancing the overall well‑being of individuals through a wide range of evidence‑based health products and personalized treatment plans. By combining modern scientific research with expert guidance, Nirvasa aims to deliver safe, effective, and impactful healthcare solutions. We are dedicated to making premium healthcare accessible to all, empowering people to lead healthier, more fulfilling lives.

Roles and Responsibilities

Key Responsibilities

• Team Management
  • Lead, manage, and motivate a team of agents to achieve performance targets and deliver excellent customer service.
  • Foster a positive team environment, encouraging collaboration, innovation, and personal growth.
• Shrinkage and Attendance Management
  • Monitor and manage shrinkage levels to ensure they are within acceptable limits.
  • Maintain accurate records of attendance, and ensure effective management of absenteeism.
  • Work closely with departments to ensure attendance policies are adhered to and identify any patterns that need addressing.
• Attrition Management
  • Implement strategies to reduce attrition by addressing root causes and improving employee engagement.
  • Conduct regular one‑on‑one meetings with agents to understand concerns and provide support for career development.
• SLA Management
  • Ensure the team consistently meets or exceeds SLAs as outlined by the client or business standards.
  • Track team performance and provide feedback or corrective actions to ensure SLA adherence.
  • Monitor quality assurance and process compliance to ensure customer satisfaction levels are met.
• Break Management
  • Ensure break schedules are followed to avoid disruptions in team performance.
  • Optimize break management so that productivity is maintained while agents receive adequate breaks.
• Target Driven Performance
  • Ensure that agents are motivated and working toward achieving individual and team targets.
  • Implement performance improvement plans where needed and regularly track progress.
  • Foster a competitive yet supportive team environment to ensure goals are met consistently.
• Reporting and Analytics
  • Prepare and submit regular reports on key performance metrics, including shrinkage, attendance, SLA compliance, and productivity.
  • Use data and insights to identify trends and areas for improvement.
• Coaching and Development
  • Provide regular feedback and coaching to agents, offering guidance to help them achieve both personal and team goals.
  • Facilitate skill development and training sessions to improve team capabilities.

Qualifications

• Bachelor's degree or equivalent experience.
• 1–5 years in a leadership role within a BPO environment.
• Strong understanding of BPO metrics, including shrinkage, attrition, and SLA management.
• Excellent communication and interpersonal skills.
• Strong problem‑solving and conflict resolution abilities.
• Ability to manage and motivate a diverse team.
• Results‑oriented with a strong drive for success.
• Proficiency in MS Office or similar tools for reporting and performance tracking.

Skills & Competencies

• Leadership & Team Management
• Time & Attendance Management
• SLA & KPI Management
• Performance Coaching & Feedback
• Conflict Resolution & Problem Solving
• Analytical & Reporting Skills