Technotask Business Solutions - Team Leader - Operations

1.Team Management & Supervision:

- Lead, manage, and mentor a team of [1020] associates/operators/executives.

- Schedule and manage daily tasks, ensure optimal resource allocation.

- Monitor attendance, track productivity, and manage team rosters.

- Conduct daily huddles, weekly reviews, and performance discussions.

2. Operational Excellence:

- Ensure team meets/exceeds daily, weekly, and monthly targets.

- Monitor SLA (Service Level Agreement) compliance and take corrective actions.

- Prepare and analyze reports (daily/weekly/monthly) to track performance metrics.

- Identify process gaps, suggest improvements, and implement best practices.

3. Quality & Compliance:

- Ensure adherence to quality standards and operational procedures.

- Collaborate with QA/Training teams for feedback implementation.

- Conduct regular audits to assess process compliance and service accuracy.

- Handle escalations and resolve client or customer complaints efficiently.

4. Performance Management

- Drive performance through coaching, upskilling, and continuous feedback.

- Conduct 1:1s, appraisals, and improvement plans for underperformers.

- Recognize and reward high performers to boost morale and retention.

5. Stakeholder Communication

- Serve as the point of contact between the team and senior management/client.

- Provide regular updates on performance, challenges, and action plans.

- Participate in client calls, governance meetings, and performance reviews.

Key Skills Required:

- Strong leadership, coaching, and team management skills.

- Excellent verbal and written communication.

- Good understanding of operational metrics (AHT, SLA, CSAT, FCR, etc.).

- Proficient in MS Excel, PowerPoint, and report preparation.

- Problem-solving and conflict-resolution abilities.