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Overview

We are seeking an experienced Team Leader to oversee and enhance the performance of a customer service team based in Bangalore. The ideal candidate will have at least one year of leadership experience within BPO, customer service, or e-commerce operations, demonstrating expertise in KPI and KRI management as well as people leadership.

Primary Responsibilities

Lead a team of Customer Support Executives to consistently meet daily operational goals.
Monitor team performance metrics, including productivity, quality, attendance, average handling time (AHT), customer satisfaction (CSAT), and adherence to service level agreements (SLA).
Identify and address key risk indicators (KRIs) to maintain business continuity and operational efficiency.
Conduct regular team meetings, coaching, and performance evaluations to foster development.
Create and implement improvement plans to elevate team effectiveness and customer experience.
Manage escalations promptly to resolve customer concerns efficiently.
Compile and distribute performance reports on a daily, weekly, and monthly basis.
Ensure compliance with organizational policies and processes.
Motivate and engage team members to improve retention and productivity.
Collaborate with various departments to promote process enhancements.

Candidate Requirements

At least 1 year of experience as a Team Leader within BPO, customer service, or e-commerce sectors.
Strong knowledge of KPI/KRI tracking, SLA management, and performance analysis.
Demonstrated expertise in people management, coaching, and team leadership.
Excellent communication abilities coupled with strong stakeholder management skills.
Analytical thinker with proficient problem-solving capabilities.
Adept at working in dynamic, customer-focused environments.

Preferred Skills

Team and Performance Management
Customer Experience Optimization
KPI and KRI Monitoring
Reporting and MIS
Coaching and Mentoring Techniques
Escalation Resolution
Process Improvement Initiatives

Additional Information

Location: Bangalore
Working Days: 5 days per week
Salary: Up to ₹600000 per annum
Immediate joining preferred with early joiners having an advantage
Contact for HR: Yamanur (Phone: 9449900627, Email: [email protected])

Team Leader - Operations

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