Team Leader Operations

Role Summary We are looking for an enthusiastic Team Leader at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements

. What You Would Be Doing?

• Team Leadership & Management : Leading and managed a team of 1520 to ensure optimal performance in line with quality and productivity metrics.
• Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance.
• Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex.
• Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction.
• Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members.
• Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders.
• Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time)
• Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients.

Qualifications

• Education : Graduate in any discipline.
• Experience : At least 1 years of experience in Team handling with at least 1 year of experience managing teams.

• Skills :
• Strong leadership and supervisory abilities.
• Excellent written and verbal communication skills in English.
• Strong problem-solving and analytical skills.
• Ability to handle escalations and complex content issues.
• Proficiency in MS Office, particularly Excel.

Whats Expected

• Proven ability to manage and lead a high-performing team in a fast-paced environment.
• Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions.
• Strong communication and relationship-building skills with clients and internal stakeholders.
• Ability to work effectively in a 24x7 work environment and manage stretch targets.
• 6 Days Working
• BFSI Mandatory

What Are You Signing Up For?

• Competitive salary
• Health and wellness programs
• Career advancement opportunities
• Comprehensive career development programs
• Promising career progression within a global company
• A dynamic, world-class work culture that values innovation and teamwork

To Apply: 7042379178