Team Lead Operations

Naukri E-hire; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Naukri E-hire in Bengaluru is seeking a results-oriented Team Lead Operations to lead a customer service team, drive performance, and ensure an excellent customer experience. You will coach, manage people, monitor KPIs like CSAT, SLA, AHT, and attrition, and collaborate with Quality, Training, WFM, HR, and Operations to deliver top-quality service.

The role requires a Bachelor's degree, 1+ year of Team Lead experience, and willingness to work rotating shifts in a fast-paced, target-driven

Qualifications

• Bachelor's degree in any discipline.
• At least 1 year of proven Team Lead experience.
• Experience in Customer Service / Contact Center / BPO / Operations is preferred.
• Strong communication, leadership, coaching, and people-management skills.
• Willingness to work in rotational shifts, including weekends, based on business requirements.
• Ability to work in a target-driven and fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.

Responsibilities

• Lead and manage the team to achieve operational, productivity, quality, and business targets.
• Monitor and improve key metrics including CSAT, SLA, AHT, Quality, Adherence, Shrinkage, and Attrition.
• Drive upselling and cross-selling initiatives and ensure achievement of assigned upselling targets.
• Handle customer service queries, escalations, and complex customer concerns effectively.
• Conduct regular team huddles, one-on-one sessions, coaching, and performance reviews.
• Identify performance gaps and implement appropriate coaching and improvement plans.
• Motivate, engage, and retain team members while maintaining a positive work environment.
• Ensure adherence to company policies, processes, quality standards, and compliance requirements.
• Monitor attendance and schedule adherence and take appropriate action to control shrinkage.
• Analyze daily/weekly performance reports and take corrective actions to achieve targets.
• Collaborate with Quality, Training, WFM, HR, and Operations teams to ensure smooth business operations.
• Drive a target-oriented and customer-centric culture within the team.

Skills

Leadership

Communication

Coaching

People-management

Analytical thinking

Problem solving

Decision making

Education

Bachelor's degree

Job description

Role & responsibilities

Job Summary

We are looking for a results-oriented Team Lead Operations to lead a customer service team, drive operational performance, achieve business targets, and ensure an excellent customer experience. The role requires strong people-management, coaching, and performance-management skills.

Key Responsibilities

• Lead and manage the team to achieve operational, productivity, quality, and business targets.
• Monitor and improve key metrics including CSAT, SLA, AHT, Quality, Adherence, Shrinkage, and Attrition.
• Drive upselling and cross-selling initiatives and ensure achievement of assigned upselling targets.
• Handle customer service queries, escalations, and complex customer concerns effectively.
• Conduct regular team huddles, one-on-one sessions, coaching, and performance reviews.
• Identify performance gaps and implement appropriate coaching and improvement plans.
• Motivate, engage, and retain team members while maintaining a positive work environment.
• Ensure adherence to company policies, processes, quality standards, and compliance requirements.
• Monitor attendance and schedule adherence and take appropriate action to control shrinkage.
• Analyze daily/weekly performance reports and take corrective actions to achieve targets.
• Collaborate with Quality, Training, WFM, HR, and Operations teams to ensure smooth business operations.
• Drive a target-oriented and customer-centric culture within the team.

Key Performance Indicators (KPIs)

CSAT | SLA | AHT | Quality | Adherence | Shrinkage | Attrition | Productivity | Upselling Targets

Required Qualifications & Experience

• Minimum Bachelor's Degree in any discipline.
• Minimum 1 year of proven Team Lead experience, with the Team Lead designation reflected in official employment records.
• Prior experience in Customer Service / Contact Center / BPO / Operations is preferred.
• Strong communication, leadership, coaching, and people-management skills.
• Ability to work in a target-driven and fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Willingness to work in rotational shifts, including weekends, based on business requirements.

Ideal Candidate

A people-focused and target-driven leader who can effectively manage customer service operations, coach teams, improve performance metrics, drive upselling results, and deliver a consistently high-quality customer experience.