Operations Team Lead | Hyderabad

Gratitude Inc

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1 day ago

Operations Team Lead | Hyderabad

6-20 Year(s)

75 - 120 Thousand p.m

Hyderabad

Job Description

Key Skills

Data Analysis Teamwork Team Leader Team Management Chat Process

2 candidate(s) have already applied for this Job. Apply now

Role Overview

We are looking for a dynamic, results-oriented leader to manage operations for our BPO team in Hyderabad. The ideal candidate will be a communication powerhouse with a proven track record of driving performance, managing complex SLAs, and fostering a high-performance culture. Experience in chat-based customer support is a significant advantage.

Key Responsibilities

Team Leadership: Lead, mentor, and motivate a team of associates to achieve daily, weekly, and monthly targets.
Performance Management: Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational excellence.
Coaching & Development: Conduct regular 1-on-1s, feedback sessions, and performance reviews to identify skill gaps and drive professional growth.
Operational Integrity: Ensure adherence to process workflows, quality standards, and compliance protocols.
Stakeholder Communication: Serve as a bridge between management and front-line staff, ensuring clear and transparent communication at all levels.

Candidate Profile

Experience: Significant experience in a people-management role within a BPO/International Voice or Chat environment.
Communication: Exceptional verbal and written English communication skills are a must.
Technical Knowledge: Proficiency in reporting tools and a deep understanding of BPO metrics (AHT, CSAT, Quality Scores, Shrinkage, etc.).
Flexibility: Must be comfortable working in rotational and night shifts to support global operations.

Role

Any Other

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

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