Operations Team Lead

We are hiring for Operations Team Leaders(Associate Manager) for our Navi Mumbai(Airoli) location. This is a 5 day work from office opportunity with rotational shifts. Please see below the job description and qualifications required for the same.

Responsibilities, Qualifications and Experience

Associate Managers in this role get to: Keep Management Updated: Relay vital information in the form of timely and accurate reports. Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. Define Sutherlands reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs. Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self- motivated to involve in self and team development.

Education and Experience:-

1. Graduate or undergraduate.

• 2+ years of team handling experience (Telecom experience preferred).
• 12 years of calling experience or a relevant telecom background.
• Previous experience in quality assurance, team management, or a similar leadership role is preferred.

2. Skills and Competencies

• Call Monitoring and Feedback:
• Proficient in evaluating call quality and providing actionable feedback.
• Strong understanding of quality standards, resolve rate goals, and KPIs.

3. Analytical Skills:

• Ability to analyze Excel reports to identify call trends, agent performance gaps, and focus areas.
• Skilled in identifying patterns in behavior and performance to design improvement plans.

4. Coaching and Mentoring:

• Effective coaching skills to guide agents and Quality Analysts.
• Ability to conduct training sessions and foster continuous learning.

5. People Management:

• Strong interpersonal skills to manage diverse teams effectively.
• Expertise in handling attrition and shrinkage through proactive measures.
• Ability to motivate and engage team members to achieve targets.

6. Conflict Resolution:

• Skilled in resolving conflicts while maintaining neutrality and professionalism.
• Demonstrates fairness and unbiased decision-making.

7. Action Plan Execution:

• Strong in creating and executing actionable plans to meet business objectives.
• Ability to align team efforts with organizational goals, focusing on resolve rate and other key metrics.

8. Communication and Collaboration:

• Excellent verbal and written communication skills.
• Capable of working closely with stakeholders, agents, and Quality Analysts to drive performance improvements.
• Work Schedule and Other Requirements
• Willing to work night shifts only, with rotational week-offs.
• High adaptability to a challenging and dynamic environment.
• Organized and capable of managing multiple priorities while meeting deadlines.