Position Overview:
Outamation Technologies is looking for a proactive and performance-driven Team Lead (Operations) to lead a team of associates and ensure the successful delivery of operational objectives. The ideal candidate will possess strong leadership, people management, and analytical skills, with the ability to drive team performance, maintain service quality, and achieve business goals.
As a Team Lead, you will be responsible for overseeing daily team operations, monitoring key performance metrics, coaching team members, and fostering a collaborative work environment that promotes continuous improvement and operational excellence.
Roles and Responsibilities:
- Lead, mentor, and manage a team of associates to achieve operational and business objectives.
- Monitor daily team performance and ensure productivity, quality, and service level targets are consistently met.
- Provide regular coaching, feedback, and performance evaluations to support employee development and engagement.
- Conduct team meetings, one-on-one sessions, and knowledge-sharing activities to ensure effective communication.
- Ensure compliance with company policies, client requirements, and operational procedures.
- Assist in workforce planning, scheduling, attendance management, and resource allocation.
- Analyze operational reports, productivity metrics, and quality data to identify trends and implement improvement plans.
- Support the implementation of process improvements and operational initiatives to enhance efficiency and customer satisfaction.
- Collaborate with cross-functional teams and stakeholders to resolve operational challenges and achieve business objectives.
- Manage team escalations and ensure timely resolution of customer and operational issues.
- Support payroll inputs, attendance tracking, and operational reporting as required.
- Identify training needs and coordinate learning initiatives to improve team performance and career development.
- Foster a positive, high-performance work culture through effective leadership, motivation, and recognition.
Qualifications and Education Requirements:
- Bachelor's Degree in any discipline.
- A degree or certification in Management will be considered an added advantage.
Experience Required:
- 3–5 years of experience in Operations, Customer Support, BPO, ITES, or a similar environment.
- Minimum 1–2 years of experience in a Team Lead or people management role is preferred.
- Experience managing team performance, productivity, quality, and service level agreements (SLAs).
- Exposure to client-facing operations and process improvement initiatives is an added advantage.
Additional Requirements:
Core Competencies:
- Strong leadership, coaching, and people management skills.
- Experience in staffing, workforce planning, and performance management.
- Good understanding of operational KPIs, SLAs, quality standards, and productivity metrics.
- Strong analytical, problem-solving, and decision-making abilities.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Excellent verbal and written communication skills.
- Strong interpersonal and stakeholder management abilities.
- Customer-centric approach with a focus on operational excellence.
- Proficiency in Microsoft Excel, reporting, and operational dashboards.
- Ability to motivate teams, manage conflicts, and drive continuous improvement initiatives.
Shifts:
- Evening and Night Shift.
- Candidates should be willing to work in rotational shifts based on business requirements.
- Flexibility to support multiple projects and operational priorities as needed.
Work Location: