Location
Pune | India
Job description
Job Title: Team Leader - Operations
Job Overview:
We are seeking an experienced and dedicated professional to join our team as a Team Leader for Call Center and Back Office Operations. The ideal candidate will have a strong background in managing both call center and back-office processes, ensuring operational efficiency, and leading a team to deliver high-quality service. If you possess excellent organizational and leadership skills, and have a proven track record in both domains, we encourage you to apply.
Responsibilities:
Team Leadership:
- Lead, mentor, and motivate a team of customer support representatives and back-office personnel.
- Conduct regular team meetings, provide coaching, and foster a positive and collaborative team culture.
- Ensure team members are well-trained and equipped to meet performance targets.
Operational Excellence:
- Oversee both call center and back-office operations to ensure seamless coordination between the two functions.
- Monitor key performance indicators (KPIs) for both areas and implement strategies for continuous improvement.
- Identify and implement process enhancements to optimize efficiency and service quality.
Quality Assurance:
- Establish and maintain quality standards for both call center and back-office processes.
- Conduct regular quality assessments, provide constructive feedback, and coordinate training programs.
- Ensure adherence to company policies, procedures, and compliance standards.
Cross-Functional Collaboration:
- Collaborate with other departments to streamline cross-functional processes and improve overall efficiency.
- Act as a liaison between the call center and back-office teams to facilitate effective communication and problem resolution.
Reporting and Analysis:
- Generate and analyze reports on team and process performance.
- Provide insights into trends, areas of improvement, and implement data-driven strategies.
- Present regular updates to management on operational achievements and challenges.
Qualifications:
- Bachelor's degree in Business, Management, or a related field.
- Proven experience in both call center and back-office operations, with at least [X years] in a leadership role.
- Strong leadership, coaching, and mentoring skills.
- Excellent organizational and communication skills.
- Analytical mindset with the ability to make data-driven decisions.
- Familiarity with call center software, customer relationship management (CRM) systems, and back-office tools.
Team Leader operations,Team Leader
Designation: Team Leader - Operations
Vacancies: 2
Experience: 5.0 Year(s) - 7.0 Year(s)
Job tags
Salary
Rs 5 - 9 lakhs p.a.
