Team Leader Operations || Contact Centre || Ecommerce Process

Role Summary:

IGT Solutions Pvt Ltd is a leading IT & BPM services provider, committed to delivering innovation and business excellence in the Travel, Transportation, and Hospitality domains. The company offers a wide range of IT-BPM services, including Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services, and Consulting Services to the global travel industry. We are looking for a Team Leader to manage and support a dynamic team, drive performance, and contribute to the company's ongoing success.

What You Would Be Doing:

• Team Management:
  
• Manage a team of 15-20 members, ensuring that they meet performance, productivity, and quality targets.
• Provide coaching, guidance, and support to new and existing team members.
• Conduct weekly monitoring and coaching sessions to improve individual performance.
• Performance Monitoring:
  
• Review team processes and propose recommendations to improve performance and customer satisfaction (CSAT).
• Manage team performance metrics, including productivity, quality, shrinkage, and attrition.
• Maintain Average Handling Time (AHT) levels in line with given targets for different tenure buckets.
• Training & Development:
  
• Identify Training Needs Identification (TNI) and bridge process gaps for team members.
• Handle floor support and escalate issues as needed to ensure smooth operations.
• Target Management:
  
• Achieve individual and team targets and contribute to the overall goals of the department.
• Compliance & Reporting:
  
• Ensure adherence to company policies and guidelines.
• Regularly report on performance metrics, quality, and team progress.

Education & Experience:

• Basic knowledge of computers and MS Excel.
• International process handling experience required.
• Experience in handling and managing a team is preferred.
• Ability to manage team members and subordinates effectively.

Skills:

• Strong supervisory skills.
• Excellent written and verbal communication skills in English.
• Organized, methodical, and capable of handling multiple tasks efficiently.
• Flexible to work in a 24*7 environment.

Whats Offered:

• Shift: Rotational shifts (5 days working).
• Work Location: Work from office (Gurgaon).

How to Apply:
Please share your resume with Sameer Gandhi at sameer.gandhi@igtsolutions.com.

About IGT

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries.