Team Lead - Operations

We are seeking an experienced Team Leader to manage a team of 15-20 associates, ensuring smooth operations, process efficiency, and stakeholder satisfaction. The ideal candidate will drive productivity, accuracy, and process improvements while maintaining strong customer service and quality management.

Roles and Responsibilities:

- Lead and manage a team of 15-20 associates, ensuring SLA adherence.

- Ensure speed, accuracy, and productivity within agreed SLA frameworks.

- Monitor and optimize workflows, ensuring smooth operations.

- Conduct staffing calculations quarterly and share insights with management.

- Ensure quality and process adherence on the operational floor.

- Participate in client calls to understand expectations, provide feedback, and resolve escalations.

- Drive process improvement initiatives for efficiency and productivity.

- Measure quality and productivity, providing individual feedback to team members.

- Handle customer complaints and escalations efficiently.

- Manage team absenteeism, attrition, attendance, breaks, and conduct.

- Motivate team members to deliver great customer service and drive performance.

Skills and Qualifications Required:

- 5-7 years of experience, with at least 2 years as a Team Leader.

- Strong understanding of back-office operations, customer service, and process management.

- Experience in BPO/KPO, voice/chat processes is preferred.

- Good knowledge of MS Excel, PowerPoint, and Word.

- Strong skills in team leadership, communication, problem resolution, and workflow optimization.

- Exposure to Lean concepts and process improvement methodologies.

- Experience in process transition is an added advantage.