Operations Team Lead

Role overview

Operational responsibilities

• Lead and develop team members through people management, motivation, coaching, feedback, training, and annual appraisals.
• Monitor login hours, breaks, quality, productivity, schedule adherence, attendance, attrition, and shrinkage.
• Ensure process and policy adherence for organizational and client requirements.
• Manage bottom-quartile performance through targeted development plans.
• Report operational and client metrics to stakeholders and customers.
• Use MS Excel and analytical problem-solving for performance tracking and root-cause identification.
• Drive achievement of SLAs, AHT, quality, and other operational targets.

Mandatory qualifications

• At least one year of Team Lead experience, with the source specifying a one-to-four-year range.
• Experience managing an international process and mandatory BPO experience.
• HSC, graduate, or postgraduate education in any discipline.
• Excellent verbal and written English communication skills.
• Proven people management, process management, coaching, training, and performance feedback skills.
• Ability to work in a 24x7 shift-window environment and manage operational metrics.