Team Leader Operations

Location: Mumbai (Thane)
Experience: 3 Years
CTC: 7.8 LPA
Working Days: 5 Days a Week
Shift: 24×7 Rotational Shifts
Employment Type: Full-Time

We are looking for an experienced Team Leader – Operations to manage and supervise a team of customer service/call center associates. The role will be responsible for driving team performance ensuring service quality handling escalations and achieving defined operational KPIs.

• Manage the day-to-day operations of a team including attendance productivity performance and adherence.

• Monitor team performance against KPIs SLAs quality productivity and customer satisfaction targets.

• Coach and mentor team members regularly to improve performance and achieve operational targets.

• Identify performance gaps and implement appropriate action plans and corrective measures.

• Handle escalated customer queries/calls and support the team in resolving complex issues.

• Conduct regular team huddles and meetings to communicate updates expectations and process changes.

• Ensure compliance with organizational policies processes and service standards.

• Motivate the team and maintain a positive customer-focused work environment.

• Team Leadership & People Management

• Contact Center / Customer Service Operations

• KPI SLA & Performance Management

• Coaching & Mentoring

• Escalation & Problem Resolution

• Strong Communication Skills

• Minimum 3 years of relevant experience in customer service BPO call center or contact center operations.

• Prior experience in a Team Leader / Team Handling role will be preferred.

• Good understanding of operational KPIs SLAs quality and productivity metrics.

• Excellent communication and people-management skills.

• Comfortable working in a 24×7 rotational shift environment.

CTC: 7.8 LPA
Location: Mumbai (Thane)
Working Days: 5 Days a Week
Shift: 24×7 Rotational Shifts