Operations Team Lead

🚀 Teleperformance is Hiring – Team Lead Operations (Technical Process) || Gurgaon 🚀

• Process: Technical Support
• Shift: Rotational Shifts
• Week Off: Rotational

What You’ll Do:

• Lead a team of technical support advisors & drive performance metrics

• Manage day-to-day operations, SLA delivery, NPS & quality enhancement

• Coach, mentor & develop team members through regular feedback & training

• Handle escalations & ensure best-in-class customer experience

• Prepare performance reports & analyze data for improvement opportunities

• Collaborate with cross-functional teams for seamless operations

What We’re Looking For:

• Minimum 2+ years' experience as a Team Leader in a Technical/Contact Center process

• Strong communication, team management & analytical skills

• Ability to motivate teams & deliver results in a high-performance environment

• Experience in handling KPIs such as AHT, CSAT, SLA & Quality