Team Leader Operations @ IGT Solutions

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Team Leader Operations

IGT Solutions
2 - 5 years
Pune
7 months ago
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Job Description

Job Title: Team Leader Ecommerce Experience (Chat Experience)
Location: Pune
Shifts: Rotational (24x7 environment)

Key Responsibilities:

Lead and manage a team of 1520 members.
Drive team performance across productivity, quality, shrinkage, and attrition.
Provide regular coaching and support to team members.
Review and recommend improvements to processes to enhance performance and CSAT.
Identify training needs and address process gaps.
Monitor performance and conduct weekly coaching sessions.
Handle floor support and escalations.
Ensure achievement of individual contributor (IC) targets.
Maintain AHT levels as per targets across tenure buckets.
Utilize basic computer skills, especially MS Excel.

Requirements:

Prior experience in handling international processes.
Experience in team management and supervision.
Excellent verbal and written communication skills in English.
Strong organizational and analytical abilities.
Flexible to work in a 24x7 environment.

Job Classification

Industry: BPM / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Team Leader
Employement Type: Full time

Contact Details:

Company: IGT Solutions
Location(s): Pune

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Keyskills: attrition ecommerce shrinkage team handling aht csat

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₹ -5.5 Lacs P.A

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Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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Team Leader Operations @ IGT Solutions

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