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Virtusa

KPO Shift Lead

8-10 Years
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Job Description

Responsibilities:

  • Oversee day-to-day operations of the assigned shift, ensuring smooth execution of tasks.
  • Ensure the timely and accurate handling of AI extracts by associates, maintaining quality standards.
  • Coordinate with QA, Data Analysts, and client teams to ensure task alignment and accurate data flow.
  • Track productivity, monitor SLAs, and manage shift rosters efficiently.
  • Handle escalations, address operational issues, and provide mentorship to team members.
  • Maintain operational dashboards, performance reports, and track team metrics.

Requirements:

  • Education: Graduate degree (any field).
  • Experience: 8+ years in KPO/BPO or back-office operations, with at least 1-2 years in a team lead or shift management role.
  • Key Skills:
  • Leadership & team management
  • Excellent communication & conflict-resolution abilities
  • Strong process orientation and task delegation skills
  • Proficiency in managing and improving operational workflows
  • Experience with performance tracking tools and reporting
  • Ability to mentor and develop team members

More Info

Job Type:
Function:
Employment Type:
Open to candidates from:
Indian

About Company

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.

Job ID: 118075845