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Operations Team Lead - Contact Centre


Last Updated: 4/12/21

Job Description

Dear Job Seekers,

Our Client is Hiring for:

Job Title: Operations Team Lead - Contact Centre

Job Description:

  • Reporting to the Customer Service Manager Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
  • Ensure training and development plans are maintained for all team members Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary Support the Operations Manager to highlight operational risks and areas for improvement Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
  • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team Deliver the allocated part of the operation within agreed budgets, service levels and business targets
  • Escalate any appropriate problems to senior management Support the Senior to highlight operational risks and areas for improvement
  • Required Skills and Experience: Team management experience Coaching and communication skills Minimum of 2 years’ experience within a contact center environment as a Team Leader
  • Experience within Outbound is preferred Excellent leadership and communication skills Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations Energetic and motivating individual Creative thinking

Experience: 6+ years

Salary: As per the Company Standards

Location: Mumbai

Company Details


Hyderabad, Telangana, India

JobSpeedo recruitment deals with permanent, fixed term and temporary recruitment from entry level positions to Director level.Our partner clients and candidates benefit from over 5 years combined recruitment expertise gained across India. Our values are woven into the way we work with clients and candidates alike with integrity, trust, respect and enthusiasm at the core. JobSpeedo recruitment's f...