Operations Team Lead

We re Hiring || Operations Team Lead

• Location: Mohali
• Process: Domestic E Commerce Process

Key Responsibilities:

• Lead and motivate the BPO team handling domestic e-commerce operations.
• Monitor and achieve KPI targets related to quality, productivity, and customer satisfaction.
• Ensure adherence to process guidelines and company policies.
• Conduct regular team meetings, training sessions, and performance reviews.
• Manage escalations and ensure timely resolution of issues.
• Coordinate with other departments to streamline operations.
• Maintain high levels of team engagement and motivation.
• Support in process improvements and implementation of best practices.
• Oversee travel coordination and related customer inquiries as part of the process.

Required Skills & Experience:

• Proven experience as a Team Leader in BP
• Strong understanding of KPI metrics and performance management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to handle escalations and complex customer issues.
• Prior experience with travel-related processes is a plus.
• Proficiency in MS Office and BPO tools.
• Ability to work in a fast-paced, target-driven environment.

Mandatory:

• Minimum 5 years of work experience Should have worked in contact center background
• Minimum 2 years experience as a Team leader preferred
• Graduation Mandatory
• Fluent in Gujarati Language