Job Description

Key Responsibilities:

Oversee and manage end-to-end night shift operations to ensure smooth delivery and team coordination. Monitor KPIs and SLAs, and implement action plans for performance improvement. Lead a team of executives and team leads, ensuring productivity and accountability. Coordinate with day-shift teams for seamless process handover and updates. Handle client escalations, process issues, and ensure resolution within defined timelines. Generate and analyze reports for upper management review. Train, mentor, and evaluate team performance.
Key Requirements:

Bachelor's degree in Business Administration, IT, or a related field. Proven experience in night shift team management. Strong communication, analytical, and decision-making skills. Ability to work under pressure and handle critical situations calmly. Familiarity with CRM tools, reporting dashboards, and team performance metrics.
Preferred:

Prior experience in BPO/tech-enabled services. Exposure to international clients or 24/7 service models.
Job Types: Full-time, Permanent

Pay: ₹45,000.00 - ₹58,000.00 per month

Work Location: In person