Team Leader - Operations

Role Overview

Woodrock Infotech Private Limited in Lucknow is seeking a Team Leader to oversee and manage the operations team, ensuring key performance indicators such as Average Handling Time (AHT), attrition rates, shrinkage, and Customer Satisfaction (CSat) are maintained at optimal levels for efficient functioning.

Key Responsibilities

• Lead and manage a team comprising 15 to 25 associates to meet organizational objectives.
• Oversee crucial metrics including AHT, attrition, shrinkage, and CSat to maintain operational excellence.
• Organize and conduct performance tracking meetings such as Monthly Business Reviews, Weekly and Daily Quarterly Business Reviews.
• Manage daily team activities ensuring smooth workflow and consistent progress toward goals.
• Motivate and inspire team members to achieve set targets and contribute to company growth.
• Design and implement strategic timelines to meet operational targets effectively.
• Conduct training programs to enhance team members’ skills and maximize their potential.
• Perform quarterly performance evaluations to assess and develop employee capabilities.
• Foster a positive and motivating workplace environment that encourages productivity and team spirit.
• Drive and monitor process-related KPIs to enhance operational efficiency.
• This role requires working onsite at the office location.

Candidate Profile

• Minimum educational qualification of 12th grade pass.
• Preferably at least 2 years of relevant work experience in operations or team management.
• Highly self-motivated with competence in coaching and developing team members to meet performance goals.
• Ability to work effectively under pressure with strong follow-through to task completion.
• Excellent written and verbal communication skills.
• Capability to lead teams in multitasking, prioritization, and delivering work within deadlines.
• Skilled in mentoring, coaching, and guiding employees effectively.
• Availability to work flexible schedules as required by organizational needs.

Additional Information

Immediate joiners are preferred. The remuneration offered is competitive within the industry standards. Work location is the company office at 8th Floor, opposite Bank of Baroda, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh 226010.