Team Leader – Operations

India · Gurgaon

Job Role: 

Monitor and manage Average Handling Time (AHT), attrition, shrinkage, and Customer Satisfaction (CSat) metrics to ensure efficient and effective operations.

Job Description: 

  • Managing a team of 15 to 20 associates
  • Reporting to AM/Manager
  • Responsible for AHT, attrition, shrinkage, and Csat management
  • Managing the day-to-day activities of the team.
  • Motivating the team to achieve organizational goals.
  • Developing and implementing a timeline to achieve targets.
  • Delegating tasks to team members.
  • Conducting training of team members to maximize their potential.
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
  • Conducting quarterly performance reviews.
  • Contributing to the growth of the company through a successful team.
  • Creating a pleasant working environment that inspires the team.
  •  Responsible for driving process-related KPIs
  • Work Module – Work from Office