Kochar Infotech - Team Leader - Operations
3.8
2,258+ Reviews
Description:
About the Role:
We are hiring a dynamic Operations Team Leader to manage a team of associates and ensure consistent achievement of operational KPIs.
The ideal candidate will be skilled in people management, performance tracking, and driving service excellence.
Key Responsibilities:
- Lead and manage a team of 15- 20 associates in daily operations.
- Report directly to the Assistant Manager/Operations Manager.
- Monitor and manage key metrics such as AHT, attrition, shrinkage, and CSAT.
- Oversee day-to-day team performance and ensure timely completion of tasks.
- Motivate and guide team members to achieve organizational and process goals.
- Delegate tasks effectively and enforce performance standards.
- Conduct training sessions to enhance team members communication, product knowledge, and confidence.
- Conduct quarterly performance evaluations and create development plans.
- Drive process-related KPIs and ensure adherence to operational guidelines.
- Foster a positive, engaging work environment that promotes teamwork and growth.
Work Mode:
Work from Office
Qualifications:
- 3- 4 years of experience in operations, preferably in BPO/call center environments.
- Strong people management and communication skills.
- Ability to analyze performance metrics and implement corrective actions.
- Proficient in MS Office and basic reporting.
- Strong ability to motivate teams and manage performance-driven environments
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