Team Lead - Business Operations - BPO

- We are looking for a proactive Team Lead - Business Operations to manage and optimize daily operations, ensuring seamless query resolution and efficient team performance.

- This role requires strong leadership skills, technical proficiency, and a data-driven mindset to enhance operational efficiency and deliver impactful results in a fast-paced environment.

- Team Leadership - Lead and manage a team of at least 10 FTCs, ensuring smooth execution of operations and timely resolution of queries raised by Vahan leaders.

- Operational Management - Oversee day-to-day business operations, maintaining high standards of quality and efficiency in query management.

- Technical and Process Expertise - Utilize tools like Freshdesk and Freshchat to manage operational workflows effectively and ensure seamless communication channels.

- Data-Driven Insights - Analyze data using Google Sheets and Excel, create dashboards, and track key performance indicators to identify trends and drive improvements.

- Problem Solving and Process Improvement

- Actively identify operational challenges, implement solutions, and optimize processes to enhance overall efficiency.

- Performance Management - Develop strategies to improve team productivity, provide coaching to team members, and ensure adherence to organizational SLAs and policies.

Skills and Qualifications Required:

Core Competencies:

- Strong leadership, analytical, and problem-solving skills.

- Excellent verbal and written communication abilities.

- Meticulous attention to detail and a focus on accuracy.

- Ability to work independently and handle multiple priorities in a dynamic environment.

Technical Skills:

- Proficiency in MS Office, particularly Excel, for reporting and performance analysis.

- Experience with tools like Freshdesk and Freshchat is preferred.

- Bachelor's/Master's degree in Business, Operations, Human Resources, or a related field.

- Experience - 2+ years of experience in business operations or customer support, preferably in a high-volume environment.