Team Leader, Operations

Overview

Team Leader, Operations oversees day-to-day performance of a team of voice process associates to meet operational and customer service targets.

What you'll do

• Supervise day-to-day operations for a team of voice process associates.
• Ensure adherence to performance metrics through coaching, motivation, and accountability.
• Monitor work and attendance per organizational policies and legal requirements.
• Identify performance issues, create improvement plans, and implement corrective actions.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Handle escalated customer calls and provide subject matter expertise.
• Conduct team meetings and share updates while encouraging feedback.

What you'll need

• Minimum 1 year of experience as a Team Leader in a voice process.
• 2–4 years of relevant experience preferred (with an associate’s degree in a related field).
• Experience in a voice process (inbound/outbound/customer service/sales).
• Strong knowledge of voice metrics including AHT, CSAT, FCR, call quality, service levels, and shrinkage.
• Knowledge of absenteeism, attrition, and workforce management.
• Ability to coach and develop team members to meet performance expectations.
• Experience handling escalations and driving resolution.

Details

• Location: Bangalore - Divyashree, India.
• Employment type: Full time.