Team Leader
Share
Job Location:
Monthly Salary:
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description
Team Leader – Operations
Location: Gurgaon
About Vertex Group:
Vertex Group with its five business verticals Vertex Global Services ILC Solutions Vertex Tech Vertex Next and Vertex Learnings contributing to digital transformation in this modern world with a dedicated team of industry experts.
With headquarters in Times Square New York USA we have a global presence and connectivity with offices in the USA the UK the Philippines the UAE Nepal India and Africa.
Vertex Global Services is a global leader in BPO IT and consulting services driving innovation through AI-driven solutions and delivering unparalleled customer experiences across 40 international languages. We have successfully supported numerous clients and consumers worldwide over the last eight years.
Job Summary:
We are looking for a driven hands-on Team Leader – Operations to lead frontline CX delivery within a fast-paced BPO environment. This is a high-impact role where you will own team performance drive SLA adherence improve customer experience and ensure operational excellence on the floor. You will act as the bridge between agents and management proactively identifying performance gaps coaching team members and implementing process improvements. You will be measured on outcomes—team productivity CSAT quality scores and attrition control—not just supervision.
Key Responsibilities:
• Team Management & Performance:
Lead manage and motivate a team of Customer Support Executives to consistently achieve KPIs such as AHT FCR CSAT and productivity targets.
• Floor Operations & SLA Delivery:
Ensure smooth day-to-day operations by monitoring real-time performance managing queues and driving SLA adherence.
• Coaching & Development:
Conduct regular one-on-one sessions provide actionable feedback and create development plans to enhance team capability and performance.
• Quality & Compliance:
Work closely with Quality Analysts to improve call/chat/email quality reduce errors and ensure process adherence.
• Escalation Handling:
Act as the first level of escalation for customer issues ensuring timely resolution and maintaining client satisfaction.
• Reporting & MIS:
Track analyze and report team performance metrics; identify trends and implement corrective actions.
• Process Improvement:
Identify operational gaps suggest process improvements and drive implementation to enhance efficiency and customer experience.
• Stakeholder Coordination:
Collaborate with internal teams (Quality Training Workforce Management) and client stakeholders to align on performance goals.
Eligibility Criteria:
• Graduate in any discipline
• 2–5 years of experience in BPO/Customer Support with at least 1 year as a Team Leader
• Strong understanding of contact center metrics (AHT CSAT FCR Shrinkage etc.)
• Excellent communication leadership and people management skills
• Experience in handling voice/chat/email processes (preferred)
Why Join Us
Competitive salary and benefits.
Opportunity to work closely with top leadership.
Dynamic and collaborative work environment.
Room for professional growth and development.
Work Hours & Shifts:
Total working hours in a day 9 including 1-hour break
Work from Office (WFO)
5 or 6 Days working (Depending on Process)
Required Skills:
Management Skill Discipline Compliance Leadership Excel People Management Customer Support Supervision Strong Understanding Digital Transformation Customer experience NPS CSAT KPI Management
