Dire Surveillance - Team Lead - Operations

Job Summary :

We are seeking a dynamic and results-driven Team Leader Operations to oversee day-to-day operations, manage performance, and drive continuous improvement across our teams. The ideal candidate will be a proactive leader, capable of enhancing client satisfaction and aligning team performance with organizational goals.

Key Drive KPI achievement and ensure action plans are implemented effectively.

• Build and maintain strong client relationships, prioritizing and resolving service requests.
• Communicate regularly with clients to gather feedback, suggestions, and identify improvement areas.
• Maintain and update the client communication matrix on a regular basis.
• Keep the team informed of updates from stakeholders.
• Enhance the existing client base through exceptional service delivery.
• Manage escalations and resolve issues promptly.
• Oversee operations and project management functions.
• Lead and manage a team comprising ATLs, Senior Process Analysts, and Process Analysts, assigning daily / monthly targets.
• Motivate the team to achieve daily goals and exceed performance expectations.
• Review hourly / daily team performance and implement improvement strategies.
• Delegate daily tasks effectively to team members.
• Create and manage team rosters to optimize staffing and reduce absenteeism.
• Ensure end-of-shift updates and daily performance messages are shared with relevant groups.
• Send daily performance and operations reports to stakeholders and HR.
• Monitor and improve the quality standards of the team.
• Prepare and review Daily Reports & MIS, providing feedback for improvement.
• Ensure timely reporting in designated portals and via email.
• Complete assigned tasks on projects and submit end-of-shift reports to management.
• Facilitate training and development for team members.
• Identify skill gaps and provide relevant coaching to enhance communication, product knowledge, and professionalism.
• Conduct training sessions and drive continuous team improvement through collaboration and feedback.

Basic Bachelors or master's degree or higher (MBA preferred).

Shift Shift : 7 AM to 4 PM (Open to Female & Male candidates)

Evening Shift : 2 PM to 11 PM (Open to Female & Male candidates)

Night Shift : 10 PM to 7 AM (Male candidates preferred)

ref : iimjobs.com)