Website:
markprof.co
Job details:
Role Description This is a full-time, on-site Team Leader / Operations Executive role based in Hyderabad. The person in this role will oversee day-to-day operations for assigned projects, ensuring service level agreements and performance targets are consistently met. Responsibilities include managing a team of customer engagement associates, monitoring productivity and quality, handling escalations, and driving customer satisfaction across multiple service lines such as lead generation, customer support, and back office processes. The role involves analyzing operational data, preparing reports, coordinating with clients and internal stakeholders, and implementing process improvements to optimize efficiency. The Team Leader / Operations Executive will also be responsible for training, coaching, and motivating team members to achieve individual and team goals.
Qualifications
- Strong operations management skills, including experience coordinating daily workflows and meeting performance metrics.
- Proven people management abilities, such as team supervision, coaching, performance monitoring, and conflict resolution.
- Customer satisfaction focus, with experience managing escalations and ensuring high-quality service delivery.
- Analytical skills to interpret data, identify trends, and recommend process improvements.
- Excellent communication skills for clear interaction with team members, clients, and cross-functional stakeholders.
- Previous experience in BPO, customer support, inside sales, or related operations is preferred.
- Comfort working with CRM tools, call center systems, and basic office productivity software.
- Bachelor’s degree in business, management, or a related field, or equivalent practical experience.
- Ability to work flexible shifts as required by business operations.
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