Operations Team Lead | Hyderabad
Gratitude IncOperations Team Lead | Hyderabad
Job Description
Key Skills
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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
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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