Operations Team Lead

Location: Mindspace, Hyderabad(Immediate joiner only )

Employment Type: Full-time

Were changing the way people think about customer care, and we need your help!

Were looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

Key Responsibilities

Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees

Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements

Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

Use critical thinking to develop solutions to improve business performance and partner success

Motivate teams through relationship building and real-time coaching

Develop incentive programs to motivate CSRs to achieve desired outcomes

Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team

Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues

Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

Gain expert level knowledge on all partner products and promotions

Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

Act as a role model and exemplify our 10 Things (cultural values)

Eligibility Criteria

Graduation (required)

Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)

3 years of experience in the contact center and/or customer service industry, with at least 2 year in a Team Lead/Supervisory role

Experience dealing with escalated issues in a contact center capacity

The ability to type 30 WPM with accuracy

Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset

The ability to use spreadsheet applications to maintain and develop operational reporting

Exceptional time management, organizational and prioritization skills to complete work in a timely manner

Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

The ability to work a variety of shifts, including days, evenings and holidays

Work Schedule

• 24/7 Rotational Shifts
  
• Rotational Week Offs
  
• 5 Days Working & 2 Days Off
  

Compensation & Benefits

• Two-way cab facility within a 30 km radius of the office location.
  
• Employees opting for self-commute will receive an additional Travel Allowance (over and above the offered CTC).
  
• Opportunity to build a rewarding career with a global customer experience organization.