✨ AI Summary
The Operations Team Leader will be responsible for leading and supervising the operations team to achieve daily performance and business targets. This role involves monitoring key performance indicators (KPIs) such as AHT, SLA, CSAT, FCR, productivity, quality, and adherence, and ensuring smooth day-to-day operations. The ideal candidate will analyze performance reports, conduct coaching and feedback sessions, handle escalations, and coordinate with various stakeholders to maintain operational efficiency and compliance with company policies.
Requirements include a Bachelor’s degree in Business Administration, Telecommunications, or a related field, with 3-5 years of experience in telecommunications, BPO, customer service, or operations. A minimum of 1-2 years of team leadership/supervisory experience is essential. Strong knowledge of operational KPIs and performance management, along with excellent communication, problem-solving, and analytical skills, are necessary. Proficiency in MS Office/Excel and reporting tools, and the ability to work in a fast-paced, target-driven environment, are also key.
Requirements
Typical Requirements:Bachelor’s degree in Business Administration, Telecommunications, or a related field.3–5 years of experience in telecommunications, BPO, customer service, or operations.At least 1–2 years of team leadership/supervisory experience.Strong knowledge of operational KPIs and performance management.Excellent communication, problem-solving, and analytical skills.Good command of MS Office/Excel and reporting tools.Ability to work in a fast-paced, target-driven environment.
Description
Key Responsibilities:Lead and supervise the operations team to achieve daily performance and business targets.Monitor KPIs such as AHT, SLA, CSAT, FCR, productivity, quality, and adherence.Ensure smooth day-to-day operations and timely resolution of operational issues.Analyze performance reports and identify gaps, trends, and improvement opportunities.Conduct regular coaching, feedback, and performance reviews for team members.Handle escalations and ensure customer/business issues are resolved within agreed SLAs.Coordinate with Workforce Management, Quality, Training, HR, and other stakeholders to maintain operational efficiency.Ensure compliance with company policies, procedures, and telecom operational standards.Prepare and present performance reports and action plans to management.Support process improvement initiatives to improve productivity, customer experience, and overall operational performance.