Operations Team Lead

Description:

Team Leader (International Process) || Location: Airoli (Navi Mumbai)

Role Overview

The Team Lead (International Process) is a critical supervisory role requiring a minimum of 1 years of experience as a Team Lead (TL) within the BPO Experience domain.

This role demands exceptional People Management Skills and deep awareness of Operations and Client Metrics in a 24 x 7 Shift Window environment.

The incumbent will be responsible for driving team performance, ensuring process adherence, managing talent development, and controlling key operational metrics like attrition and shrinkage.

Job Summary

We are seeking an experienced Team Lead with a background in managing International Process operations within the BPO sector. The ideal candidate will be a strong operational leader with expertise in coaching, performance management, and leveraging analytics to meet demanding client and internal targets. Excellent English communication skills and a strong drive to achieve results are essential.

Key Responsibilities and Operational Deliverables

People Management & Development: Exhibit People Management Skills by proactively leading, motivating, and managing team members. Manage the appraisals of team members on a yearly basis.

Coaching and Performance: Be well versed in coaching & providing feedback to drive individual and team improvement. Focus on Feedback and Performance Management skills to uplift the overall quality and efficiency of the team.

Metric Control and Adherence: Take ownership of critical BPO metrics, including Login Hours, Breaks, Quality and Productivity. Drive and monitor Schedule Adherence and Attendance.

Attrition & Shrinkage Management: Implement strategies for Controlling of Attrition & Shrinkage rates to maintain optimal staffing levels and reduce operational costs.

Process and Policy Governance: Ensure strict Process adherence (Check, analyze, Control & Improvement) and Drive & adhere to Policies & Procedures mandated by the organization and the client.

Bottom Quartile Management: Implement targeted plans for Bottom Quartile Management to develop low-performing agents and improve overall team consistency.

Client and Stakeholder Reporting: Be aware of the various Operations and Client Metrics. Provide efficient task status reporting to stakeholders and customers and liaise as necessary for Client Management skills.

Analytical Application: Utilize Strong analytical, solving skills with strong MS Excel skills (Basic exposure to excel is required) for data analysis, performance tracking, and root cause identification.

Target Achievement: Demonstrate the necessary drive to achieve given targets (SLAs, AHT, Quality).

Mandatory Skills & Qualifications

Education: HSC/Grad/Post Grad in any discipline.

Experience: Minimum 1-4 year of experience as a TL (Team Lead).

Process Focus: Experience managing an International Process (International Process only should apply).

Background: Mandatory BPO Experience.

Communication: Excellent English Communication Skills (verbal and written).

Core Management: Proven ability in People Management skills, Process Management skills, Coaching and Training, and Feedback and Performance Management skills.

Operational Metrics: Strong understanding and ability to manage Attrition & Shrinkage, Schedule Adherence, Attendance, and Bottom Quartile Management.