Operations Team Leader

Job Description

Conduent India is seeking an Operations Team Leader to oversee daily ITES operations, manage team performance, and ensure the achievement of business objectives. The role involves coaching team members, monitoring operational metrics, and driving continuous improvement initiatives. The ideal candidate should demonstrate strong leadership, communication, and performance management skills. This position plays a critical role in delivering high-quality customer service while maintaining operational efficiency.

Key Responsibilities:

Lead and supervise daily operations of the assigned ITES team.
Monitor team productivity, quality, and service level performance.
Conduct regular coaching sessions and performance evaluations.
Ensure adherence to company policies and operational procedures.
Analyze operational reports and implement improvement plans.
Resolve escalated customer and operational issues promptly.
Coordinate workforce planning and queue management activities.
Prepare daily, weekly, and monthly performance reports.
Train new employees and support ongoing skill development.