Team Leader - Operations

About Us

Nirvasa is a fast-growing digital healthcare platform committed to enhancing the overall well-being of individuals through a wide range of evidence-based health products and personalized treatment plans. By combining modern scientific research with expert guidance, Nirvasa aims to deliver safe, effective, and impactful healthcare solutions. We are dedicated to making premium healthcare accessible to all, empowering people to lead healthier, more fulfilling lives.

If you're passionate about working in a dynamic, innovative environment that prioritizes health and wellness, Nirvasa offers exciting career opportunities for you to grow and contribute to a greater mission.

Website : www.nirvasa.com

Linkedin : www.linkedin.com/company/nirvasa-healthcare/mycompany/

Roles and Responsibility:

We are looking for an experienced and proactive Team Leader for our Call Centre division. The Team Leader will be responsible for overseeing the day-to-day operations of a team, ensuring that all targets are met while maintaining high performance, morale, and adherence to service level agreements (SLAs). The ideal candidate should be well-versed in managing key operational metrics such as shrinkage, attrition, attendance, break management, and driving a results-oriented environment.

Key Responsibilities:

1. Team Management:

Lead, manage, and motivate a team of agents to achieve performance targets and deliver excellent customer service.

Foster a positive team environment, encouraging collaboration, innovation, and personal growth.

2. Shrinkage and Attendance Management:

Monitor and manage shrinkage levels to ensure they are within acceptable limits.

Maintain accurate records of attendance, and ensure effective management of absenteeism.

Work closely with departments to ensure attendance policies are adhered to and identify any patterns that need addressing.

3. Attrition Management:

Implement strategies to reduce attrition by addressing root causes and improving employee engagement.

Conduct regular one-on-one meetings with agents to understand any concerns and provide support for career development.

4. Service Level Agreement (SLA) Management:

Ensure the team consistently meets or exceeds SLAs as outlined by the client or business standards.

Track team performance and provide feedback or corrective actions to ensure SLA adherence.

Monitor quality assurance and process compliance to ensure customer satisfaction levels are met.

5. Break Management:

Ensure break schedules are followed to avoid disruptions in team performance.

Optimize break management to ensure there is no impact on productivity while ensuring agents have adequate time for breaks.

6. Target Driven Performance:

Ensure that agents are motivated and working towards achieving individual and team targets.

Implement performance improvement plans where needed and regularly track progress.

Foster a competitive yet supportive team environment to ensure goals are met consistently.

7. Reporting and Analytics:

Prepare and submit regular reports on key performance metrics, including shrinkage, attendance, SLA compliance, and productivity.

Use data and insights to identify trends and areas for improvement.

8. Coaching and Development:

Provide regular feedback and coaching to agents, offering guidance to help them achieve both personal and team goals.

Facilitate skill development and training sessions to improve team capabilities.

Qualifications:

Bachelor's degree or equivalent experience.

Proven experience in a BPO environment, with at least 1-5 years in a leadership role.

Strong understanding of BPO metrics, including shrinkage, attrition, and SLA management.

Excellent communication and interpersonal skills.

Strong problem-solving and conflict resolution abilities.

Ability to manage and motivate a diverse team.

Results-oriented with a strong drive for success.

Proficiency in MS Office or other relevant software tools for reporting and performance tracking.

Skills & Competencies:

Leadership & Team Management

Time & Attendance Management

SLA & KPI Management

Performance Coaching & Feedback

Conflict Resolution & Problem Solving

Analytical & Reporting Skills

Skills

BPO back ground

Attrition & Shrinkage Management