Team Leader - Operations

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: yamanurappa.kuri@teleperformance.com)