Team Leader

Establish daily team goals and set team targets

Monitor call quality track effectiveness in call time, quality and performance.

Step in to handle escalated issue resolution of the customers.

Prepare weekly and monthly KPI reports for submission to executive management

Conduct feedback sessions with team members using recorded calls as learning tools

Objectives of this Role

· Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization

· Develop, implement, and maintain quality assurance protocols

· Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity

· Actively pursue strategic and operational objectives

· Ensure operational activities remain on time and within a defined budget

· Track staffing requirements, hiring new employees as needed

Daily and Monthly Responsibilities

· Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution

· Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service

· Conduct budget reviews and report cost plans to upper management

Skills and Qualifications

· Bachelor’s degree in operations management, business administration, or related field

· 2+ years’ proven experience in an operations management position

· Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service

· Highly trained in conflict management and business negotiation processes

· Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook)

Job Types: Full-time, Regular / Permanent

Salary: ₹18,000.00 per month

Schedule:

Day shift

Supplemental pay types:

Performance bonus

Ability to commute/relocate:

Sonari Town, Jamshedpur - 831011, Jharkhand: Reliably commute or planning to relocate before starting work (Required)

Experience:

total work: 1 year (Preferred)