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

Education : Graduate in any discipline.

Experience : At least 1 years of experience in Team handling with at least 1 year of experience managing teams.

Skills :

Strong leadership and supervisory abilities.

Excellent written and verbal communication skills in English.

Strong problem-solving and analytical skills.

Ability to handle escalations and complex content issues.

Proficiency in MS Office, particularly Excel.

What's Expected

Proven ability to manage and lead a high-performing team in a fast-paced environment.

Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions.

Strong communication and relationship-building skills with clients and internal stakeholders.

Ability to work effectively in a 24x7 work environment and manage stretch targets.

5 Days Working

What Are You Signing Up For?

Competitive salary

Health and wellness programs

Career advancement opportunities

Comprehensive career development programs

Promising career progression within a global company

A dynamic, world-class work culture that values innovation and teamwork

To Apply :