Team Lead Operation

Overview

Team Lead for Operations overseeing day-to-day supervision of a group of call center associates to meet performance metrics and customer KPIs.

What you'll do

• Supervise call center associates’ work and attendance monitoring per policy and applicable legal requirements.
• Coach direct reports regularly to achieve at least weekly performance metrics.
• Identify performance issues, create improvement action plans, and implement corrective actions up to termination.
• Ensure customer service meets contractual KPIs and financial expectations.
• Provide timely updates and communicate employee expectations; run team meetings for communication and input.
• Handle escalated customer calls and provide subject matter expertise as needed.

What you'll need

• Associate’s degree in a related field.
• Two to four years of relevant experience preferred.
• Strong written and verbal communication skills.
• Ability to coach and mentor team members to achieve performance expectations.
• Ability to work under pressure, prioritize, multitask, and meet timelines.
• Willingness to work a flexible schedule.

Details

• Location: Gurugram (IND) at RMZ Infinity, Plot No. 15, Phase IV, Udyog Vihar.
• Employment type: Full time.