Team Leader – Operations (Omni Channel Contact Center)

Team Leader – Operations (Omni Channel Contact Center). 📍 Location: Pune 🏢 Client: EClerx - Recruiter - Arun 🕒 Shift: US Shifts 📅 Work Schedule: 5 Days Working | 2 Rotational Offs 🏢 Work Mode: 100% Work from Office Hiring Team Leaders – Operations for a global contact center program handling Omni Channel customer interactions (Voice, Email & Chat). We are looking for strong people managers with experience in international BPO environments who can lead teams in high-performance customer service operations. 💰 CTC: Up to ₹6.50 LPA 👥 Open Positions: 10 🔹 Role Requirements ✔️ Graduate with 5+ years of overall experience in an International BPO ✔️ Minimum 1 year experience as a Team Leader on papers ✔️ Excellent Knowledge of Ops Metrics such as Shrinkage and Attrition. ✔️ Experience managing Inbound / Outbound contact center operations ✔️ Strong people management and operational leadership skills ✔️ Ability to handle Voice, Email & Chat support channels ✔️ Excellent communication skills ⭐ Preference: Candidates with Telecom process experience will be preferred, followed by other international voice process backgrounds. ⚡ Immediate joiners will be given priority. 🔹 Key Responsibilities * Lead and manage contact center teams across Voice, Email & Chat channels * Drive operational KPIs including SLA adherence, productivity, quality, and customer satisfaction * Monitor team performance and deliver regular coaching & feedback * Manage escalations and ensure excellent customer experience delivery * Collaborate with internal stakeholders to ensure smooth operations.