- Location
- Mumbai, India
- Seniority
- Senior
- Experience
- 5+ years
- Source
- Keka
Description
Job Summary
We are looking for an experienced and dynamic Operations professional to join our team as a Senior Representative / Team Lead. The ideal candidate should have strong operational expertise, excellent communication skills, and a customer-centric mindset. Candidates with a service industry background will be preferred.
Key Responsibilities
- Manage day-to-day operational activities and ensure smooth process execution.
- Monitor team performance and ensure achievement of operational KPIs and service levels.
- Drive process efficiency, productivity, and quality improvements.
- Handle escalations and resolve customer/service-related issues in a timely manner.
- Coordinate with internal stakeholders and cross-functional teams for seamless operations.
- Ensure adherence to organizational policies, compliance requirements, and standard operating procedures.
- Prepare and analyse operational reports, MIS, and performance dashboards..
- Mentor, coach, and guide team members to improve performance and enhance productivity.
- Identify training needs and support capability-building initiatives within the team.
- Contribute to process improvement initiatives and implementation of best practices.
- Maintain high levels of customer satisfaction through effective service delivery.
Required Skills & Qualifications
- 5-6 years of experience in Operations, preferably from a service industry background.
- Graduate in any discipline.
- Strong communication skills, both verbal and written.
- Should have Tamil language proficiency
- Good stakeholder management and interpersonal skills.
- Ability to manage multiple priorities and work in a fast-paced environment.
- Experience in team handling, coaching, or leadership responsibilities will be an added advantage.
- Customer-focused approach with strong attention to detail.
- Self-motivated, proactive, and result-oriented individual.
Skills
Compliance