Group Lead - operations

We are seeking an experienced Group Lead – Operations to oversee and manage a team within our operations unit. The ideal candidate should come with a strong background in BPO operations (inbound preferred) and possess proven team handling experience . This role requires a leader who is process-oriented, result-driven, and capable of ensuring the team meets performance metrics while delivering high-quality customer service.

Key Responsibilities :

• Lead, supervise, and mentor a team of associates to meet operational goals and KPIs.
• Monitor daily operations to ensure SLAs and productivity standards are consistently met.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Handle escalations and ensure prompt resolution to maintain customer satisfaction.
• Prepare and analyze daily / weekly / monthly reports and share insights with management.
• Work closely with cross-functional teams to identify areas of improvement and implement solutions.
• Ensure adherence to company policies, operational guidelines, and quality standards.
• Provide coaching and support to underperforming team members.
• Participate in hiring, onboarding, and training new team members as needed.

Requirements :

Preferred Skills :

Skills Required

Bpo, Team Management, Insurance Operations, Six Sigma, Customer Service Operations