45 BPO Operations Management Jobs in Gurgaon / Gurugram

Position: Team Leader Operations
Location: Gurgaon
Experience: Minimum 2 years in a similar role
Education: Graduate (Mandatory)
Industry: E-commerce (Mandatory)
Reporting To: Assistant Manager – Operations
Team Size: 15-20 Team Members

Role Overview:

We are looking for an experienced and data-driven Team Leader to manage our dynamic E-commerce operations team. The ideal candidate will have a background in leading high-performance teams within an e-commerce environment, ensuring smooth daily operations, driving customer satisfaction, and focusing on continuous process improvements. The Team Leader will be responsible for managing team performance, guiding team members, and collaborating across departments to meet organizational goals.

Key Responsibilities:

Operational & Performance Management:

• Supervise daily operations to ensure adherence to key performance metrics like response time, resolution rate, and customer satisfaction (CSAT).
• Monitor and analyze trends in team performance, identifying areas of improvement and implementing corrective actions to drive efficiency.
• Collaborate with Workforce Management (WFM) to adjust staffing levels for peak volume and maintain service levels.
• Ensure that all team members consistently meet performance targets in a fast-paced, target-driven environment.
• Implement and monitor performance improvement plans (PIPs) for underperforming team members.

Team Leadership & Development:

• Manage, coach, and mentor a team of 15-20 agents, fostering a positive work environment and ensuring continuous improvement.
• Conduct 1:1 coaching sessions, performance reviews, and career development plans for team members.
• Develop and implement recognition and incentive programs to drive engagement and motivation.
• Provide floor support and handle escalations as needed, ensuring timely resolution and maintaining customer satisfaction.

Analytics & Reporting:

• Create and maintain real-time dashboards to monitor key performance indicators (KPIs) and team metrics.
• Prepare reports on team performance, providing insights and action plans to leadership.
• Use analytical tools (Excel, PowerPoint, or similar) to generate and present performance data, identifying trends and making data-driven recommendations for improvements.

Process Improvement & Automation:

• Identify and implement opportunities for process optimization and automation to enhance efficiency.
• Work closely with Quality & Training teams to refine agent training, improve knowledge bases, and enhance soft skills for better resolution rates.
• Apply best practices from the e-commerce industry to streamline operations and improve overall team performance.

Cross-Functional Collaboration:

• Collaborate with internal teams such as Operations, WFM, Quality, and Technology to improve processes and ensure smooth operations.
• Assist in the development and execution of training materials and strategies to enhance agent skills and knowledge.
• Work with technology teams to optimize tools and infrastructure for better team performance.

Stakeholder & Escalation Management:

• Act as the point of escalation for customers when needed, ensuring timely resolution and maintaining high customer satisfaction.
• Communicate effectively with stakeholders, reporting on progress, challenges, and opportunities for improvement.

Required Skills & Qualifications:

• Experience: Minimum 2 years in a similar role, preferably in e-commerce customer service or an operations-based environment.
• E-commerce Background: Experience in e-commerce customer service or chat process operations is mandatory.
• Analytical Skills: Strong ability to interpret data, analyze trends, and use insights to improve team performance.
• Leadership: Proven ability to manage, motivate, and develop a high-performing team, with strong coaching and mentoring skills.
• Communication: Excellent verbal and written communication skills for effective interaction with team members and stakeholders.
• Process Improvement: Experience in identifying opportunities for operational efficiencies and driving continuous improvements.
• Customer-Centric Focus: A strong commitment to improving customer satisfaction and resolution rates.
• Resilience & Agility: Ability to adapt and lead in a fast-paced, dynamic, and target-driven environment.
• Cross-Functional Collaboration: Ability to work effectively across various departments (Quality, Training, WFM, Tech) to ensure operational excellence.

Contact person-

Nidhi Rastogi

8630322833

nidhi.rastogi@igtsolutions.com