Team Lead Operations

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

Job summary

Transformplus in Gurugram is seeking a Team Lead Operations - International to oversee inbound customer support, ensuring service quality and high customer satisfaction.

You will manage a team of support executives, handle escalations, drive process improvements, and collaborate with cross-functional teams to optimize workflows and training.

Qualifications

• Graduate (any stream) is required.
• 5+ years in a customer support environment with 1+ year in a Team Lead role.
• Strong problem solving and analytical skills.

Responsibilities

• Oversee inbound customer support, primarily voice and email.
• Ensure SLA adherence and prompt issue resolution.
• Drive team productivity and process improvements.
• Coach and develop team members for performance benchmarks.
• Manage escalations and provide root cause analyses.
• Collaborate with cross-functional teams to optimize processes.

Skills

Team leadership

Customer support

Analytical skills

Process improvement

Coaching

Education

Graduate (any stream)

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