TL/TM (Tech Ops)

As a Team Leader in this role, you will be responsible for leading a team of associates to ensure exceptional service delivery and meeting operational targets. Your key responsibilities will include: - Coaching, mentoring, and conducting performance reviews for team members to drive performance improvement. - Ensuring the team meets targets for Quality, CSAT, Productivity, and AHT by taking ownership of metrics. - Handling escalations as the immediate point of contact for complex issues or customer escalations. - Managing team scheduling (WFM) and ensuring strict compliance with policies and procedures for operational adherence. - Identifying and recommending process improvements to boost efficiency and quality. To qualify for this position, you should have: - Proven supervisory or Team Leader experience in a high-volume BPO or Service Center environment. - Strong leadership skills with the ability to motivate and manage a large team size, for example, 15 members. - Excellent communication, conflict resolution, and data analysis skills. - Technical skills in HTML, CSS, Regex, JavaScript or Python, and SQL. If you are looking for an opportunity to lead a team, drive operational excellence, and make a difference in a dynamic environment, this role could be the perfect fit for you. As a Team Leader in this role, you will be responsible for leading a team of associates to ensure exceptional service delivery and meeting operational targets. Your key responsibilities will include: - Coaching, mentoring, and conducting performance reviews for team members to drive performance improvement. - Ensuring the team meets targets for Quality, CSAT, Productivity, and AHT by taking ownership of metrics. - Handling escalations as the immediate point of contact for complex issues or customer escalations. - Managing team scheduling (WFM) and ensuring strict compliance with policies and procedures for operational adherence. - Identifying and recommending process improvements to boost efficiency and quality. To qualify for this position, you should have: - Proven supervisory or Team Leader experience in a high-volume BPO or Service Center environment. - Strong leadership skills with the ability to motivate and manage a large team size, for example, 15 members. - Excellent communication, conflict resolution, and data analysis skills. - Technical skills in HTML, CSS, Regex, JavaScript or Python, and SQL. If you are looking for an opportunity to lead a team, drive operational excellence, and make a difference in a dynamic environment, this role could be the perfect fit for you.