Team Leader Operations
Team Leader Operations
Posted on :
25-02-2025
Employer Active
1 Vacancy
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Job Description
Job Title: Team Leader Operations
Location: Malad Mumbai
Experience: 3 Years
Job Summary:
We are looking for an experienced Team Leader Operations to manage and guide a team in a customer service environment. The ideal candidate should have a strong understanding of KPIs KRAs NPS and Performance Management to drive team performance and customer satisfaction. Excellent communication skills are a must.
Key Responsibilities:
- Lead mentor and manage a team of customer service representatives.
- Monitor team performance against KPIs and KRAs ensuring targets are met.
- Drive NPS (Net Promoter Score) and implement strategies to enhance customer experience.
- Manage Quartile Management/Performance Management ensuring fair and datadriven decisions.
- Conduct regular performance reviews coaching and feedback sessions.
- Address escalations and provide effective resolutions to customer concerns.
- Collaborate with stakeholders to improve processes and operational efficiency.
- Ensure adherence to company policies compliance guidelines and quality standards.
- Drive motivation and engagement initiatives to enhance team morale and productivity.
Key Requirements:
- Minimum 3 years of experience in a Customer Service/Operations leadership role.
- Strong understanding of KPIs KRAs NPS and Performance Management.
- Experience in Quartile Management and handling performancerelated scenarios.
- Ability to handle escalations and implement process improvements.
- Excellent communication and interpersonal skills are mandatory.
- Proficient in data analysis and reporting tools.
- Strong problemsolving skills with a customercentric approach.
Preferred Qualifications:
- Bachelor's degree in any discipline.
- Experience in a BPO or Customer Service environment is a plus.
- Knowledge of CRM tools and reporting dashboards.
Employment Type
Full Time
Key Skills
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