Team Lead - Operations

About the Role

We are looking for a driven and people-oriented Team Lead to oversee day-to-day operations and lead a team in delivering high-quality service. This role is responsible for ensuring team performance meets KPIs, coaching team members, and maintaining operational efficiency. The ideal candidate has strong experience in a BPO/shared services environment and a passion for developing people.

Key Responsibilities

Operations Management

• Supervise daily team activities to ensure SLA and KPI targets are met
• Monitor performance metrics such as AHT, CSAT, FCR, Quality, and Productivity
• Ensure adherence to schedules, attendance, and operational processes
• Handle escalations and resolve customer or process-related issues

People Management

• Coach, mentor, and develop team members through regular feedback and 1:1 sessions
• Conduct performa...