Team Leader – Operations

India · Vadodara
  • 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