Operations Lead
21 hours ago
About the Role:
Abacus Outsourcing seeks a highly skilled Operations Team Lead to supervise and motivate a team of customer service representatives. The ideal candidate will possess excellent leadership and problem-solving skills, with the ability to work in a fast-paced environment.
Responsibilities:
- Supervise and motivate a team of customer service representatives
- Manage team performance metrics (e.g., attendance, adherence, quality)
- Create effective coordination with team members to keep them engaged and aligned with team deliverables
- Interact closely with team members to ensure maximum target completion and effective resource utilization
- Maintain qualitative and quantitative targets by adhering to defined protocols
- Handle on-call escalations for better customer experience
- Ensure daily, weekly, and monthly lead qualification targets are accomplished as assigned by the manager
- Demonstrate pressure handling capabilities
- Proven ability to take strategic initiatives
- Advanced MS Excel and system handling skills
- Excellent communication, leadership, and problem-solving skills
- Ability to work in a fast-paced environment
Requirements:
A graduation degree in business, marketing, or any other related field is required. 1+ year of leadership or supervisory experience in a call center is mandatory.
What We Offer:
- Permanent Position
- 2 Rotational Off Days
- EOBI
- Medical Life Insurance (IPD + OPD)
- Annual, Casual, and Sick Leaves
- Provident Fund
- Annual Increment and Bonus (Performance-based)
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