Team Leader – Operations

Job Description

Infosys BPM is hiring a Team Leader – Operations to supervise a team of customer service professionals and ensure operational excellence. The role involves monitoring team performance, coaching employees, and achieving client-defined service objectives. The successful candidate will drive team engagement, improve productivity, and ensure compliance with organizational policies. Strong leadership and people management skills are essential for this role.

Key Responsibilities
Lead, mentor, and motivate a team to achieve operational targets.
Monitor daily team performance using KPIs and service metrics.
Conduct regular coaching sessions and performance evaluations.
Ensure adherence to client SLAs, quality standards, and compliance policies.
Prepare daily, weekly, and monthly operational performance reports.
Resolve escalated customer and operational issues effectively.
Coordinate with quality, training, and workforce management teams.
Drive continuous improvement initiatives to enhance team efficiency and customer satisfaction.