Operations Team Lead

Role Summary We are looking for an enthusiastic Team Leader at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements

• . What You Would Be Doing?
• Team Leadership & Management : Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics.
• Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance.
• Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex.
• Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction.
• Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members.
• Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders.
• Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time)
• Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients.

Qualifications

What's Expected

What Are You Signing Up For?

To Apply : 7042379178