Website:
hrfy.ai
Job details:
Team Leader – Operations (Omni Channel Contact Center).
📍 Location: Pune
🏢 Client: EClerx - Recruiter - Arun
🕒 Shift: US Shifts
📅 Work Schedule: 5 Days Working | 2 Rotational Offs
🏢 Work Mode: 100% Work from Office
Hiring Team Leaders – Operations for a global contact center program handling Omni Channel customer interactions (Voice, Email & Chat).
We are looking for strong people managers with experience in international BPO environments who can lead teams in high-performance customer service operations.
💰 CTC: Up to ₹6.50 LPA
👥 Open Positions: 10
🔹 Role Requirements
✔️ Graduate with 5+ years of overall experience in an International BPO
✔️ Minimum 1 year experience as a Team Leader on papers
✔️ Excellent Knowledge of Ops Metrics such as Shrinkage and Attrition.
✔️ Experience managing Inbound / Outbound contact center operations
✔️ Strong people management and operational leadership skills
✔️ Ability to handle Voice, Email & Chat support channels
✔️ Excellent communication skills
⭐ Preference:
Candidates with Telecom process experience will be preferred, followed by other international voice process backgrounds.
⚡ Immediate joiners will be given priority.
🔹 Key Responsibilities
* Lead and manage contact center teams across Voice, Email & Chat channels
* Drive operational KPIs including SLA adherence, productivity, quality, and customer satisfaction
* Monitor team performance and deliver regular coaching & feedback
* Manage escalations and ensure excellent customer experience delivery
* Collaborate with internal stakeholders to ensure smooth operations.
Click on Apply to know more.