Team Lead-Operations

MarketStar; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

MarketStar is seeking a Team Lead to manage and support a dynamic operations team in Bangalore. You will oversee day-to-day activities, drive SLA performance, coach staff, and foster a collaborative environment to boost efficiency and customer satisfaction.

The ideal candidate has 4–10 years of team management experience, a proven track record in hiring and coaching, and the ability to thrive in a fast-paced setting.

Qualifications

• Experience in leading and coaching teams to deliver results.
• Proven ability to manage operations, performance, and escalations.
• Strong communication and people management skills.

Responsibilities

• Ensure SLA delivery by monitoring team performance and taking corrective actions.
• Provide real-time coaching and regular one-on-one sessions to develop skills.
• Manage employee attendance and leave requests to balance staffing needs.
• Lead by example to maintain a positive, motivated team environment.
• Maintain accurate records of performance, progress, and development.
• Oversee and resolve escalations to maintain customer satisfaction.
• Manage daily floor operations and adjust resources to meet goals.
• Identify training needs and provide ongoing development opportunities.
• Build and maintain strong customer relationships and address concerns promptly.

Skills

Hiring and coaching

Operational management

Team management

Customer relationship building

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.

We are excited to have you apply to join our MarketStar team and can’t wait to discuss how we can help you find growth!

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 performance records and leave management systems.
• Ability to multitask and work in a fast-paced environment.Results-driven and solutions-oriented approach.

Must Have Skills

• Excellent analytical skills.
• Experienced with all sales tools.
• Excellent comm skills and client handling.

What’s in it for you?

We are a rapidly growing organization with opportunities across the globe.

We believe in continuous learning and encourage our teams to do so through training programs that are catered to personal and professional development.

We are a people-first organization with policies and processes that help you bring the best version of yourself into work.

Note:

This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.