Job Title: Team Leader - Operations
Location: Gurgaon
Experience: 3+ Years
Job Summary:
We are looking for an experienced
Team Leader - Operations to manage and guide a team in a customer service environment. The ideal candidate should have a strong understanding of
KPIs, KRAs, NPS, and Performance Management to drive team performance and customer satisfaction. Excellent communication skills are a must.
Key Responsibilities:
- Lead, mentor, and manage a team of customer service representatives.
- Monitor team performance against KPIs and KRAs, ensuring targets are met.
- Drive NPS (Net Promoter Score) and implement strategies to enhance customer experience.
- Manage Quartile Management/Performance Management, ensuring fair and data-driven decisions.
- Conduct regular performance reviews, coaching, and feedback sessions.
- Address escalations and provide effective resolutions to customer concerns.
- Collaborate with stakeholders to improve processes and operational efficiency.
- Ensure adherence to company policies, compliance guidelines, and quality standards.
- Drive motivation and engagement initiatives to enhance team morale and productivity.
Key Requirements:
- Minimum 3+ years of experience in a Customer Service/Operations leadership role.
- Strong understanding of KPIs, KRAs, NPS, and Performance Management.
- Experience in Quartile Management and handling performance-related scenarios.
- Ability to handle escalations and implement process improvements.
- Excellent communication and interpersonal skills are mandatory.
- Proficient in data analysis and reporting tools.
- Strong problem-solving skills with a customer-centric approach.
Preferred Qualifications:
- Bachelor's degree in any discipline.
- Experience in a BPO or Customer Service environment is a plus.
- Knowledge of CRM tools and reporting dashboards.
