Operations Team Lead

TP; Dadri; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading company in outsourcing is seeking a Mid-Senior level Team Leader in Customer Service. The role involves overseeing team performance, ensuring task completion, and motivating team members to exceed customer expectations. This full-time position requires strong leadership skills and experience in customer service metrics.

Qualifications

• Experience with shrinkage, attrition, CSAT/NPS, FCR.

Responsibilities

• Ensure timely and effective completion of assigned tasks.
• Compile and publish reports on team performance.
• Coordinate meetings with other Team Leaders and Managers.

Skills

Team Leadership

Customer Service

Motivation

Job description

Be responsible for the team’s overall performance.

1. Ensure timely and effective completion of assigned tasks.
2. Resolve queries in exceptional situations and escalate them when required (by following proper channels).
3. Compile and publish reports on team performance at set frequencies (Daily/Weekly/Monthly, etc.).
4. Coordinate periodic and regular meetings with other Team Leaders and Managers to discuss process impediments, needed resources, or issues/delays in completing the tasks.
5. Provide the team with a clear vision of the process objectives.
6. Should have experience with shrinkage, attrition, CSAT/NPS, FCR.
7. Motivate and inspire team members to not only achieve but exceed customer expectations by leading by example.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Outsourcing and Offshoring Consulting