Team Leader - Operations

Position Overview

We are seeking a dedicated Team Leader for Operations based in Bengaluru, Karnataka, India. This role involves managing and enhancing the performance of a customer service team to consistently meet operational standards and customer expectations.

Key Responsibilities

• Oversee daily team activities, ensuring key performance indicators (KPIs) like customer satisfaction (CSAT), response and resolution times, quality, and productivity are achieved.
• Address and resolve challenging customer escalations efficiently and professionally.
• Conduct training sessions for new hires and facilitate ongoing development for current team members.
• Ensure strict compliance with company policies, customer service protocols, and operational guidelines.
• Regularly monitor customer interactions to maintain quality standards and provide constructive feedback for improvement.
• Compile and present performance data via daily, weekly, and monthly reports.

Required Qualifications & Experience

• Minimum of 3 to 5 years in customer service with at least 1 to 2 years in a leadership or supervisory capacity.
• Proven expertise in managing teams and handling customer escalations effectively.

Skills & Competencies

• Exceptional verbal and written communication abilities.
• Proven leadership qualities and strong people management skills.
• A customer-centric approach to problem solving and conflict resolution.
• Strong analytical capabilities and experience in performance reporting.
• Proficiency with CRM systems and Microsoft Office suite, including Excel, Word, and PowerPoint.
• Excellent time management and organizational skills.

Compensation

The position offers a monthly remuneration in the range of INR 25,000 to INR 30,000.