Group Lead - operations

We are seeking an experienced Group Lead – Operations to oversee and manage a team within our operations unit. The ideal candidate should come with a strong background in BPO operations (inbound preferred) and possess proven team handling experience. This role requires a leader who is process-oriented, result-driven, and capable of ensuring the team meets performance metrics while delivering high-quality customer service.

Key Responsibilities:

• Lead, supervise, and mentor a team of associates to meet operational goals and KPIs.
• Monitor daily operations to ensure SLAs and productivity standards are consistently met.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Handle escalations and ensure prompt resolution to maintain customer satisfaction.
• Prepare and analyze daily/weekly/monthly reports and share insights with management.
• Work closely with cross-functional teams to identify areas of improvement and implement solutions.
• Ensure adherence to company policies, operational guidelines, and quality standards.
• Provide coaching and support to underperforming team members.
• Participate in hiring, onboarding, and training new team members as needed.

Requirements:

• Graduate in any discipline (preferred: B.Com/BBA/BA).
• 1-4 years of work experience in BPO/Operations, with at least 1 year in a team lead or group lead role.
• Strong understanding of inbound BPO processes and metrics.
• Excellent communication, people management, and problem-solving skills.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Willingness to work in shifts and under pressure to meet deadlines.

Preferred Skills:

• Knowledge of workforce management tools and ticketing platforms.
• Experience in customer service operations (healthcare, telecom, insurance, etc.).
• Exposure to continuous improvement methodologies (like Lean or Six Sigma – optional).