Team Lead-Operations

wasatchproperty; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

MarketStar in Bengaluru is seeking a dedicated Team Lead - Operations to guide a dynamic team, ensure SLA adherence, and drive service quality. The role focuses on coaching, performance management, and maintaining strong customer relationships, with accountability for daily operations and escalation handling.

The ideal candidate has 4-10 years of experience in operations, team leadership, and a passion for mentoring employees to achieve excellence in a fast-paced environment.

Qualifications

• Hiring, training, and coaching team members to reach potential.
• Managing daily operations, floor management, scheduling, and workflows.
• Leading teams, delivering results, and handling escalations effectively.
• Building and maintaining strong customer relationships to ensure satisfaction.
• Escalation management to prevent service disruptions.
• Upskilling and developing team members for future roles.

Responsibilities

• Ensure SLA delivery by monitoring performance and implementing improvements.
• Provide real-time coaching and feedback through regular one-on-one sessions.
• Manage leave, attendance, and resource planning to meet targets.
• Lead by example to foster a positive, collaborative team culture.
• Maintain accurate performance records for evaluations and decisions.
• Oversee escalations and resolve issues swiftly to satisfy customers.
• Monitor daily operations and adjust resources to meet goals.
• Identify training needs and drive development programs.
• Build and maintain customer relationships and service quality.

Skills

Hiring & Coaching

Operational Management

Team Management

Customer Relationship

Escalation Handling

Team Development

Job description

Disclaimer: MarketStar is committed to ensuring integrity and transparency in our recruitment practices. We DO NOT charge any fees at any stage of the recruitment process. In case you receive any unsolicited requests for payments, please report to immediately.

Role: Team Lead - Operations.

Experience: 4-10 Years

Location: Bangalore.

About MarketStar

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation.

Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.

Job Description

We are looking for a dedicated and results-driven Team Lead to manage and support a dynamic team. This role involves overseeing day-to-day operations, delivering on key service level components, managing employee performance, and fostering a collaborative and motivating environment. The ideal candidate will have a proven track record in team management, hiring, coaching, and operational oversight, with a focus on enhancing team performance and customer satisfaction.

Key Responsibilities

• Performance Management: Ensure the delivery of service level agreements (SLAs) by monitoring team performance, identifying areas of improvement, and implementing corrective actions. Regularly assess team performance to maintain high standards.
• Monitoring, Coaching, and Feedback: Continuously observe team activities to provide real-time feedback and coaching. Conduct regular one-on-one sessions to help team members develop skills and improve performance.
• Leave and Attendance Management: Manage employee attendance, ensuring schedules are adhered to and leave requests are balanced with operational needs.
• Team Leadership and Motivation: Lead by example, maintaining a positive, motivated, and collaborative team environment. Foster an atmosphere that encourages open communication, team cohesion, and employee engagement.
• Maintain Employee Performance Records: Keep accurate records of employee performance, progress, and development to support performance evaluations and decisions.
• Escalation Management: Oversee and resolve escalations, ensuring that issues are handled swiftly and effectively to maintain customer satisfaction.
• Operational Management: Manage daily floor operations, ensuring adherence to schedules and timely execution of tasks. Monitor team workloads and adjust resources as needed to meet goals.
• Upskill and Develop Team Members: Identify training needs and opportunities for professional growth. Provide continuous learning and development programs to groom team members for future roles.
• Customer Relationship Building: Develop and maintain strong relationships with customers by ensuring the team meets their expectations and resolves concerns in a timely and professional manner.

Skills & Experience

• Hiring and Coaching: Demonstrated experience in recruiting, training, and coaching team members to reach their full potential.
• Operational Management: Proven ability to manage daily operations, including floor management, scheduling, and ensuring adherence to workflows and deadlines.
• Team Management: At least 2+ years of experience in a similar role, with a track record of managing teams, delivering results, and handling escalations effectively.
• Customer Relationship Building: Ability to foster and maintain strong relationships with customers to ensure high levels of satisfaction.
• Escalation Handling: Expertise in managing and resolving escalations, ensuring that any issues are swiftly addressed to avoid service disruptions.Team Development: Strong ability to upskill and develop team members by identifying gaps, providing training, and grooming future leaders.

Preferred Qualifications

• 2+ years of experience as a Team Lead in similar job profile
• Strong communication, leadership, and interpersonal skills.
• Proficiency in team management tools and operational software.
• Experience in managing employee perfor