HiPower Support Centre - Team Lead - Operations

Hipower Support Centre, headquartered at Electronic City, Phase 1, Bangalore, has been in the outsourcing industry for over 15 years. We are a multidisciplinary IT Enabled Services provider, servicing clients across the Globe. Our Indo-American Management team combined with a well-trained team of handpicked India based specialists helps us provide the highest quality support. Our best practices are based on years of meticulous and extensive global market research with continuously ongoing analysis that equips us to handle businesses across varied domains.

Job Description :

We are looking for a person to join our Operations Management team. We have various clients and projects, and you will be involved in coaching, training, managing agents in a fast-paced environment to work up to the best of their abilities and drive performance for our clients. The clients we support are on the cutting edge of various new technologies.

The Role :

This is an action-packed role and it is hands on. We will rely on you to ensure the smooth running of the day-to-day operations of various projects/processes. We expect you to develop agents around you and motivate and drive people in the most effective and efficient manner to achieve our clients- stringent SLAs. We want you to find ways to make the company/project more productive by providing effective quality methods in its business operations.

Desired Candidate Profile :

- 3-6 Years of experience in the ITES/BPO industry

- 2 - 3 years of team handling experience

- Should have managed minimum of 25 - 30 employees

- Should have proven abilities to handle fast paced clients in a customer support or sales environment and effectively manage complicated projects

- Excellent problem-solving and management skills

- Should possess excellent verbal and written skills, and strong collaboration and interpersonal skills

- Should have the ability to articulate observations and be brutally honest

- Proven ability of attention to details

- Should be able to effectively resolve employee disputes and ensure minimum attrition within the team

- Should be effective in decision making that will not only help the company run smoothly but that also serve to prevent difficult situations with clients

- Ability to think tactically and identify significant success factors

- Should be open to working in night shifts

- Should be able to look at challenges as opportunities to bring out the best in yourself and your team

- Good analytical skills to identify opportunities and improve multiple KPIs