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3.9

based on 1.5k Reviews

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23 Sagility Jobs

Team Leader - Operations, International Voice

5-10 years

₹ 5.5 - 6L/yr

Bangalore / Bengaluru

3 vacancies

Team Leader - Operations, International Voice

Sagility

posted 12d ago

Job Role Insights

Flexible timing

Key skills for the job

Job Description

Job Title : Team Lead

Level/ Salary Range: OM1

Reporting to: Assistant Manger

Location: Bangalore

Working Hours/ Days: 9 Hours / 5 Rational Days a Week

Shift: Rotational Night shifts


Key Responsibilities:


  • Team Management: Lead, mentor, and motivate a team of customer service representatives.

Conduct regular team meetings, one-on-ones, and performance reviews.

Address team concerns and provide feedback for continuous improvement.


  • Performance Monitoring: Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).

Set and track performance targets and KPIs.

Implement strategies to achieve and exceed performance goals.


  • Quality Assurance: Ensure adherence to quality standards and protocols.

Conduct regular quality checks and audits of calls.

Provide coaching and training to enhance service quality.


  • Operational Management: Manage daily operations to ensure efficient workflow and resource allocation.

Handle escalated customer issues and complaints.

Collaborate with other departments to resolve complex issues.


  • Reporting: Prepare and present regular performance reports to senior management.

Analyze trends and identify areas for improvement.

Recommend and implement process improvements.


  • Training and Development: Identify training needs and coordinate training sessions.

Foster a culture of continuous learning and development within the team.


  • Compliance: Ensure compliance with company policies, procedures, and regulatory requirements.

Maintain up-to-date knowledge of industry trends and best practices.


Qualifications:


  • Education: Bachelors degree.
  • Experience: Minimum 5 years of experience in a contact centre environment.

Proven experience in a supervisory or team leader role, preferably in an international voice contact centre.


  • Skills: Excellent leadership and people management skills.

Strong analytical and problem-solving abilities.

Exceptional communication and interpersonal skills.

Ability to work in a fast-paced and dynamic environment.

Proficiency in using contact center software and CRM systems.


  • Other Requirements: Flexibility to work in different shifts, including nights and weekends.

Strong understanding of customer service principles and practices.

Ability to handle high-pressure situations calmly and effectively.

Please send your CV’s to Preetham.hr@sagilityhealth.com


Employment Type: Full Time, Permanent

Read full job description

Prepare for Team Lead Operations roles with real interview advice

People are getting interviews at Sagility through

(based on 107 Sagility interviews)
Referral
Walkin
Job Portal
Company Website
Campus Placement
29%
23%
19%
9%
3%
17% candidates got the interview through other sources.
High Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.

What people at Sagility are saying

3.9
 Rating based on 11 Team Lead Operations reviews

Likes

Gives salary on time..

Dislikes

Very rude leadership HR team is worthless and can’t solve basic problems No opportunity to learn or any training Only concerned about revenue, which also they are not earning

Read 11 reviews

Team Lead Operations salary at Sagility

reported by 59 employees with 3-11 years exp.
₹3.5 L/yr - ₹6.1 L/yr
16% less than the average Team Lead Operations Salary in India
View more details

What Sagility employees are saying about work life

based on 1.5k employees
61%
85%
65%
51%
Flexible timing
Monday to Friday
No travel
Night Shift
View more insights

Sagility Benefits

Submitted by Company
Beneficial policies
Flexi and Hybrid work (relevant roles)
Creche Support
Company transport
Higher education
Submitted by Employees
Free Transport
Work From Home
Job Training
Health Insurance
Cafeteria
Soft Skill Training +6 more
View more benefits

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