Team Lead - Operations

Job Summary

Position Name: Team Lead - Operations

Experience: 4+ years

We are looking for a highly motivated Team Lead - Operations to lead and manage a high-performing operations team while ensuring exceptional customer experience, operational excellence, and service delivery.

Responsibilities

Team Leadership & People Management

• Lead, mentor, and manage a team of 15-20 Interview Coordinators/Scheduling Executives.
• Drive team performance through regular coaching, feedback sessions, and performance reviews.
• Monitor productivity, attendance, schedule adherence, and overall team efficiency.
• Conduct daily huddles, weekly reviews, and one-on-one meetings to ensure operational alignment.
• Foster a high-performance and customer-centric culture within the team.

Interview Operations Management

• Oversee end-to-end interview scheduling and coordination across multiple enterprise clients.
• Ensure seamless coordination between candidates, interviewers, clients, and internal stakeholders.
• Manage high-volume interview scheduling while maintaining operational accuracy and efficiency.
• Monitor interview schedules to ensure timely execution with minimal reschedules and cancellations.
• Ensure proper allocation of interview panels based on client requirements and interviewer availability.
• Track daily interview pipelines and proactively resolve scheduling conflicts.

Escalation Management & Root Cause Analysis

• Handle complex operational and customer escalations effectively.
• Perform Root Cause Analysis on recurring operational issues.
• Develop and implement corrective and preventive action plans.
• Identify process gaps and recommend improvements to enhance scheduling efficiency and customer satisfaction.

SLA, KPI & Operational Excellence

• Ensure adherence to all client SLAs, turnaround times and operational commitments.
• Monitor and manage team KRAs and KPIs, including:
• SLA Adherence
• Interview Scheduling Accuracy
• Turnaround Time
• Schedule Adherence
• Escalation Resolution Time
• Productivity
• Interview Success Rate
• Quality & Compliance
• AHT Reduction
• Analyze operational dashboards and take proactive measures to improve performance.

Process Improvement & Reporting

• Continuously identify opportunities to optimize scheduling workflows and improve operational efficiency.
• Prepare and present daily, weekly, and monthly MIS reports to management.
• Monitor operational trends and recommend process improvements.
• Ensure compliance with defined SOPs and quality standards.

Cross-Functional Collaboration

• Collaborate closely with Customer Success, Quality, Talent Acquisition, Panel Operations, Product, and Technology teams to ensure smooth interview execution.
• Support new client onboarding by establishing efficient scheduling processes.
• Partner with internal stakeholders to enhance service delivery and customer experience.

Required Skills & Competencies

Operational Skills

• Interview Scheduling
• Operations Team Management
• Workforce Management
• Client Coordination
• Escalation Handling
• Root Cause Analysis (RCA)
• SLA Management
• KRA & KPI Management
• Process Improvement
• Operational Reporting (MIS)
• Quality Management

Communication

• Excellent verbal and written communication skills.
• Strong interpersonal and stakeholder management abilities.
• Ability to work in a fast-paced, high-volume operational environment.

What Will You Need to Succeed

• Bachelors degree in any discipline.
• 4+ years of experience in BPO Operations preferd.
• Minimum 2 years of experience as a Team Lead managing a team of 15-20 members.
• Strong experience in Voice and Non-Voice operations.
• Experience managing B2B customer interactions.
• Proven experience handling customer and operational escalations.
• Strong exposure to SLA management, KPI tracking, KRA management, and team performance management.
• Hands-on experience in conducting Root Cause Analysis (RCA) and driving process improvements.
• Excellent communication and stakeholder management skills.
• Willingness to work in rotational shifts if required.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.