Operations Team Leader

Are you an experienced and dynamic Team Lead with a proven track record in the BPO/Contact Center industry? Technotask is actively seeking a highly motivated Team Lead to join our bustling operations in Bhopal. This pivotal role requires an individual with exceptional leadership skills, a deep understanding of contact center operational metrics, and a passion for driving team performance. If you thrive in a fast-paced environment and are ready to make an immediate impact, we encourage you to apply and contribute to our commitment to operational excellence and customer satisfaction.

As a Team Lead at Technotask, you will be at the forefront of managing and inspiring a dedicated team of contact center professionals. Your expertise will be crucial in ensuring that daily operations run smoothly, targets are consistently met, and our service quality remains uncompromised. This role is perfect for a leader who is passionate about coaching, developing talent, and leveraging data to optimize performance within a dynamic contact center environment.

Key Responsibilities

• Lead, mentor, and motivate a team of customer service representatives to achieve individual and team targets in a BPO/Contact Center setting.
• Monitor, analyze, and report on key operational metrics including shrinkage, attrition, Average Handling Time (AHT), Service Level Agreements (SLAs), productivity, and occupancy.
• Conduct regular performance reviews, provide constructive feedback, and implement coaching strategies to enhance agent skills and performance.
• Ensure strict adherence to company policies, procedures, and quality standards across all team operations.
• Manage team schedules, attendance, and adherence, proactively addressing any operational gaps to maintain optimal staffing levels.
• Collaborate with senior management to identify areas for process improvement and contribute to the development of effective operational strategies.
• Handle escalated customer complaints and provide prompt, effective resolutions, ensuring a high level of customer satisfaction.
• Foster a positive and collaborative team environment, promoting continuous learning and professional growth within the contact center.

Requirements

• Minimum of 2 years of proven experience as a Team Lead or in a similar supervisory role within a BPO or Contact Center environment.
• Strong command and practical understanding of core operational metrics and formulas relevant to contact center management.
• Demonstrated ability to effectively manage team performance, set clear targets, and oversee daily operational activities.
• Exceptional communication, interpersonal, and people management skills, with a talent for coaching and development.
• A proactive approach to problem-solving and decision-making in a high-pressure, target-driven environment.
• Proficiency in using contact center software and basic office applications.
• Immediate availability to join Technotask and contribute from day one is highly preferred.

What We Offer

• An exciting opportunity to lead and grow with a prominent player in the global BPO industry.
• A dynamic and supportive work culture that values innovation, collaboration, and continuous improvement.
• Opportunities for professional development and career advancement within Technotask.
• Direct impact on the operational efficiency and success of our contact center services.
• A chance to work with a dedicated team in a vibrant work environment in Bhopal.

Join Technotask as a Team Lead and leverage your expertise to drive success in our contact center operations. We are looking for leaders who can inspire, manage, and optimize team performance while maintaining high standards of service. If you are ready to take on this challenging yet rewarding role, apply today and become a key part of our growing team in Bhopal. Your leadership will directly contribute to our mission of delivering exceptional service and achieving operational excellence.