Team Lead - Operations

We are seeking a dedicated and experienced Team Lead - Operations to join our dynamic team in Maharashtra. The ideal candidate will have a strong background in managing inbound operations, focusing on key performance indicators such as Customer Satisfaction (CSAT) and First Call Resolution (FCR). As a Team Lead, you will be responsible for overseeing daily operations, ensuring that the team meets performance targets, and driving continuous improvement initiatives.

Key Responsibilities:

• Lead and manage a team of operations staff, providing guidance and support to ensure high performance.
• Monitor and analyze key metrics, including Average Handling Time (AHT), CSAT, and FCR, to identify areas for improvement.
• Develop and implement strategies to enhance operational efficiency and customer satisfaction.
• Conduct regular team meetings to communicate goals, share feedback, and foster a collaborative work environment.
• Collaborate with other departments to ensure seamless operations and address any issues that may arise.
• Train and mentor team members, promoting professional development and skill enhancement.

Required Skills:

• Proven experience in a team lead or supervisory role within an operations environment.
• Strong understanding of inbound operations and customer service metrics.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Proficient in performance management and team development.

If you are a results-driven leader with a passion for operational excellence and customer satisfaction, we encourage you to apply for this exciting opportunity.