Operations Team Lead

TP; Mohali; On-site; INR 600,000 - 1,200,000; Full time

Job summary

TP in Mohali invites an experienced Team Leader to manage our BPO team focused on domestic e-commerce processes. The role requires strong leadership, KPI monitoring, and adherence to process guidelines.

You will lead, train, review performance, handle escalations, coordinate with other departments, and drive improvements while keeping the team motivated and meeting targets. Required: 5 years in a contact center; 2 years in a Team Leader role; MS Office proficiency.

Qualifications

• Minimum 5 years of work experience in a contact center background.
• Minimum 2 years’ experience as a Team Leader preferred.

Responsibilities

• Lead and motivate the BPO team handling domestic e-commerce operations.
• Monitor KPI targets related to quality, productivity, and customer satisfaction.
• Ensure adherence to process guidelines and company policies.
• Conduct regular team meetings, training sessions, and performance reviews.
• Manage escalations and ensure timely resolution of issues.
• Coordinate with other departments to streamline operations.
• Maintain high levels of team engagement and motivation.
• Support in process improvements and implementation of best practices.
• Oversee travel coordination and related customer inquiries as part of the process.

Skills

Team Leadership

KPI Monitoring

BPO Operations

Communication

Travel Processes

Tools

MS Office

BPO tools

Job description

We are looking for a dynamic and experienced Team Leader to manage our BPO team in Mohali specializing in domestic e-commerce processes. The ideal candidate will have a strong background in BPO operations, team management, KPI monitoring

Key Responsibilities:

Lead and motivate the BPO team handling domestic e-commerce operations.

Monitor and achieve KPI targets related to quality, productivity, and customer satisfaction.

Ensure adherence to process guidelines and company policies.

Conduct regular team meetings, training sessions, and performance reviews.

Manage escalations and ensure timely resolution of issues.

Coordinate with other departments to streamline operations.

Maintain high levels of team engagement and motivation.

Support in process improvements and implementation of best practices.

Oversee travel coordination and related customer inquiries as part of the process.

Required Skills & Experience:

Proven experience as a Team Leader in BP

Strong understanding of KPI metrics and performance management.

Excellent leadership, communication, and interpersonal skills.

Ability to handle escalations and complex customer issues.

Prior experience with travel-related processes is a plus.

Proficiency in MS Office and BPO tools.

Ability to work in a fast-paced, target-driven environment.

Mandatory:

• Minimum 5 years of work experience Should have worked in contact center background
• Minimum 2 years’ experience as a Team leader preferred