Operations Team Lead

Job Title: Supervisor / Team Lead

About the Role: As a Supervisor in a fast-paced BPO environment, you will be responsible for leading, motivating, and managing a team of associates to deliver exceptional seller support and meet business requirements. Your role is to ensure service excellence through performance management, quality monitoring, process improvements, and client collaboration.

Key Responsibilities:

• Supervise day-to-day operations of the team, ensuring adherence to SLAs, KPIs, and quality standards.
• Monitor performance metrics and provide regular feedback, coaching, and mentoring to team members.
• Conduct quality audits and ensure compliance with policies, procedures, and client requirements.
• Handle escalations effectively, providing timely resolution while maintaining customer satisfaction.
• Prepare performance reports, track progress, and share updates with management and clients.
• Drive continuous improvement by identifying process gaps and implementing corrective actions.
• Facilitate team huddles, training sessions, and knowledge-sharing activities.

Key Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Proficient in MS Office Suite and Google Workspace, with basic working knowledge of JIRA.
• Effective problem-solving and decision-making under pressure.
• Skilled in performance monitoring, analysis, and reporting.
• Understanding of BPO operations, quality frameworks, and escalation management.
• Proven ability to drive results through coaching, mentoring, and continuous improvement initiatives.

Working Details:

• Location: Gurugram, Haryana
• Work Schedule: 5 Days a Week | Rotational Night Shifts | 2 Week-Offs
• Eligibility: 3+ Years
• Work from Office.

Preferred Qualifications:

• Graduate in any discipline.
• Prior experience in BPO operations.
• 1-2 years of experience in a supervisory or team lead role.