Operations Team Lead

Job Title: Operations Team Lead (International Voice Process)

Location: Marathahalli, Bangalore

Experience: 4-8 Years

Qualification: Graduate (Mandatory)

Salary: Up to ₹6.5 LPA

Notice Period: Immediate Joiners Preferred

Job Summary

We are looking for an experienced Operations Team Lead with a strong background in International Voice Process and prior experience working as an Operations Team lead. The ideal candidate should possess excellent communication skills, proven people management experience, and the ability to drive team performance while ensuring high customer satisfaction levels.

Key Responsibilities

• Lead and manage a team of Customer Service Associates/Executives in an International Voice Process.
• Monitor team performance and ensure achievement of key operational metrics such as SLA, Quality, Productivity, and Customer Satisfaction.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Handle escalations and provide effective resolution to customer concerns.
• Analyze performance reports and implement process improvement initiatives.
• Support workforce planning and resource allocation to meet business requirements.
• Drive employee engagement and maintain high team morale.
• Collaborate with internal stakeholders to achieve operational goals.
• Utilize SME expertise to support process training, knowledge management, and continuous improvement initiatives.

Required Skills & Qualifications

• Graduation is mandatory.
• 4-8 years of overall BPO experience with a focus on International Voice Process.
• Minimum 1-2 years of Team Lead experience preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and stakeholder management skills.
• Good analytical and problem-solving abilities.
• Proficiency in MS Excel and reporting.

Desired Candidate Profile

• Proven experience in managing and motivating teams.
• Strong customer-centric approach.
• Ability to work in a fast-paced environment.
• Immediate joiners or candidates with short notice periods will be given preference.

Compensation: Up to ₹6.5 LPA

Work Location: Marathahalli, Bangalore