Operations Team Lead

Dear All,We are urgently hiring for Team Leader Operations.Job Location- San Francisco, USJob Responsibilities:Coordinate with regional heads and country managers to improve VAS sales from CC.Coordinate with other departments to ensure timely escalation and closure of task and activity.Supervise the entire call center operations and be updated with the latest technologies which can support in improving the efficiency of the process.Analytics and goal settings for self and subordinates.Should drive R & R to keep the team motivated.Conduct performance appraisals.Do 1-0-1 discussion with all staff members.Periodically conduct brain storming session, skip session and focus groups.System management.Manage effective seat utilization and resource management.Conduct development trainings for all levels.Support team in identifying opportunities, coaching supervisors and supporting them to achieve their goals and objectives.Ensure that all functions and department are contributing effectively in the success of the process.Manage capacity planning for the program and ensure shrinkages are managed effectively.Drive Company policies and procedures effectively and with discipline.Design process SOP and define flow charts.Implement improvement projects and drive for completion.Conduct performance reviews with team leaders and managers.Manage the complaints and escalation process.Manager should have exposure and experience in transitioning or Project Management and should have been involved in setup of contact centers in the past.Required Candidate Details:Qualification- any graduate with MBA QualificationExperience required - 5 to 8 yearsEnglish to be mandatory

Created: 2025-02-01