Operations Team Lead

About the Role

Join IntouchCX as an Operations Team Lead based in Mindspace, Hyderabad. This full-time position requires immediate joining and focuses on guiding Customer Service Representatives (CSRs) to deliver exceptional service aligned with our partner's brand values and operational standards. The role includes fostering employee development through training, evaluations, and career advancement opportunities.

Key Responsibilities

• Ensure ongoing professional training, development, and engagement to nurture and retain employees effectively.
• Oversee operational performance to meet predefined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Interpret reports and data to assess productivity and identify root causes for areas underperforming.
• Apply critical thinking to devise improvements enhancing business outcomes and partner satisfaction.
• Encourage team motivation utilizing relationship building and real-time coaching methods.
• Create incentive schemes to promote achievement of targeted results by CSRs.
• Coordinate staff scheduling adjustments in conjunction with Operations Support and Workforce Management teams.
• Work collaboratively with departments such as HR and IT to resolve operational challenges.
• Contribute experienced operational insights during partner meetings.
• Master detailed knowledge of partner products, promotions, and processes.
• Exemplify a strong work ethic and dedication to achieving excellent outcomes while modeling company cultural values.

Candidate Requirements

• Graduate degree is mandatory; additional post-secondary education or a degree focusing on Business is highly preferred.
• Minimum of three years’ experience in contact center or customer service environments, with at least two years in supervisory or team lead roles.
• Proven ability to manage escalated issues effectively within a contact center setting.
• Typing skills of at least 30 words per minute with accurate output.
• Basic familiarity with Google Suite applications including Sheets, Slides, Docs, and Drive.
• Competence in using spreadsheet tools to develop and maintain operational reports.
• Excellent time management, organizational skills, and the capacity to prioritize tasks efficiently to meet deadlines.
• Capable of working independently and collaboratively in a fast-paced, entrepreneurial atmosphere.
• Willingness to work variable shifts including day, evening, and holiday rotations.

Work Schedule

• Rotational 24/7 shifts
• Rotational weekly offs
• Five working days with two days off per week

Compensation and Benefits

• Provided two-way cab transport for employees within a 30 km radius from the workplace.
• Additional travel allowance for employees who choose to commute independently, supplementing the offered salary.
• Possibility to develop a rewarding career with an international customer experience leader.

Location

IntouchCX, Mindspace, Hyderabad

Additional Information

Immediate joining candidates only. Applicants should be prepared to engage fully with the operational and leadership responsibilities outlined.