Hiring For Operations Team Lead
- IntouchCX
- 2 - 6 years
- Hyderabad
- 9 hours ago
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Job Description
Job Title: Operations Team Lead
Location: Hyderabad
Experience: 46 Years
Employment Type: Full-Time
Job Summary
We are hiring an experienced Operations Team Lead to manage a team of Customer Service Representatives (CSRs) in an international voice process. The role involves driving team performance, handling escalations, and ensuring delivery of KPIs and SLAs while maintaining high customer satisfaction.
Key Responsibilities
- Lead and manage a team of CSRs in a contact center environment
- Monitor team performance and ensure achievement of KPIs & SLAs
- Handle customer escalations and provide timely resolutions
- Conduct team coaching, feedback sessions, and performance reviews
- Analyze reports to identify performance gaps and implement improvements
- Drive team engagement, motivation, and productivity
- Collaborate with Workforce Management for scheduling and staffing
- Coordinate with internal teams (HR, IT, Operations) for issue resolution
- Ensure adherence to quality standards and process guidelines
- Support daily operations and maintain smooth workflow
Candidate Requirements
- Education: Graduate (Mandatory)
- Experience:
- Minimum 4 years overall experience in BPO/Customer Service
- At least 2 years as Team Lead/Supervisor
- Experience in International Voice Process is mandatory
- Strong experience in team handling and escalation management
- Good communication skills (verbal & written)
- Hands-on experience in KPIs, SLAs, and performance monitoring
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Lead Operations Team Handling Call Center Operations Bpo Operations Operations Team Handling Bpo Operations Management Operations Management International Voice Process
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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