Operations Team Lead

Responsibilities

• Manage a team of 20 members
• Floor management and live call (queue) monitoring
• Drive team to achieve performance metrics and sales targets
• Maintain service level matrices and KPIs
• Control shrinkage and attrition effectively
• Conduct regular audits and provide actionable feedback to enhance customer experience
• Develop and implement action plans with the manager to meet performance goals
• Oversee daily operations in the absence of the manager
• Collaborate with team members to resolve customer and client issues
• Handle HR-related activities including appraisals, confirmations, promotions, and terminations
• Compile reports on team performance, sales conversion, and customer feedback
• Identify upselling/cross-selling opportunities and drive the team to meet sales targets

Qualification

• Graduate in any discipline

Experience

• Minimum 2 to 3 years of experience as a Team Leader (on paper)
• Proven experience in sales processes (voice-based inbound/outbound) within the BPO industry
• Proficient in MS Office tools
• Strong communication, leadership, and team management skills
• Good analytical and problem-solving abilities
• Highly self-motivated and target-driven
• Willingness to work in rotational shifts
• Work from Office Bangalore (Sarjapura Road)