Team Lead Operations

TRANSFORMPLUS; Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TRANSFORMPLUS in Delhi, India seeks a Team Lead Operations - International to oversee an inbound customer support team. You will manage representatives, ensure delivery excellence, and uphold high customer satisfaction.

The role requires 5+ years of experience with at least 1 year in a Team Lead position within a BPO/Call Center, plus strong problem-solving and customer-facing skills.

Qualifications

• Graduate with any stream and desire to lead a BPO/Call Center team.
• Total 5+ years of experience including at least 1 year in a Team Lead role.
• Strong problem solving and analytical skills.
• Experience in a customer-facing role and familiarity with contact center processes.

Responsibilities

• Oversee inbound customer support team to ensure service excellence.
• Manage workloads and ensure timely resolution of queries via voice and email.
• Ensure SLA adherence and monitor performance benchmarks.
• Provide coaching, feedback, and escalation management to the team.
• Collaborate with cross-functional teams for process improvements.
• Identify root causes, produce RCA reports, and drive corrective actions.
• Contribute to training programs to enhance team capabilities.
• Support continuous process optimization and efficiency initiatives.
• Participate in ongoing improvement projects based on customer feedback and data.

Skills

Problem solving

Analytical skills

Team leadership

Customer-facing

Education

Graduate

Job description

Hi

We are looking for

Team Lead Operations -International

Role Summary

An experienced and highly motivated Team Lead to oversee Inbound Customer Support team. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.

Key Responsibilities

• Handle inbound customer queries and concerns through voice (85%) and email (15%) channels, ensuring prompt and effective resolution.
• Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
• Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
• Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
• Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
• Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
• Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.
• Contribute to the development and implementation of training programs for team members to enhance their skills and knowledge.
• Participate in process improvement initiatives, providing valuable insights and recommendations based on customer feedback and operational data

Criteria

• Graduate (any stream).
• Overall 5+ years includes 1+ year as Team Lead into BPO/Call Center
• Strong problem solving and analytical skills.
• Experience in a customer-facing role, preferably in a contact center or customer support environment.
• Knowledge of industry-specific products, services, and processes.

Shift

Rotational Shifts as per operational requirement.

Week Off

Sunday fixed 1 rotational off