Job Overview

We are seeking a Junior Team Leader for Operations at our Gurgaon location. This full-time role requires candidates to have 1 to 3 years of work experience. As a Team Leader, you will play a critical role in managing daily operations, ensuring process adherence, and motivating the team towards achieving operational excellence. This position demands a strong focus on KPI analysis, managing SLA compliance, and utilizing process knowledge in both inbound and outbound operations.

Qualifications and Skills

• Ability to analyze key performance indicators and take corrective actions to achieve desired results. (Mandatory skill)
• Strong process knowledge in managing inbound and outbound operations processes to achieve business objectives. (Mandatory skill)
• Experience in managing SLA compliance and improving performance metrics to meet client expectations. (Mandatory skill)
• Proven skills in process management and optimization to enhance operational efficiency and effectiveness.
• Excellent client communication skills to maintain and build effective working relationships with stakeholders.
• Competence in workforce management to allocate resources efficiently and meet operational demands.
• Capability to motivate and engage a team towards achieving collective goals and organizational success.
• Proficiency in reporting and data analysis to inform decision-making and strategize improvements.

Roles and Responsibilities

• Lead, coach, and develop a team of agents to achieve performance targets and business objectives.
• Monitor operational metrics and KPIs, and implement action plans to improve performance and productivity.
• Ensure adherence to process guidelines and compliance requirements in daily operations.
• Communicate effectively with clients to understand their needs and provide timely updates on operational matters.
• Manage team schedules and workflows to ensure optimal resource allocation and business continuity.
• Identify gaps in performance and develop strategies to address training and development needs.
• Conduct regular team meetings and performance reviews to foster team engagement and improvement.
• Prepare and present operational reports to management, highlighting key insights and recommendations.