Team Lead Operations

TRANSFORMPLUS; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

TransformPlus is seeking a Team Lead Operations - International to oversee the inbound customer support team, ensuring high service standards and exceptional customer experience across regions.

The role requires 5+ years in BPO/Call Center, including 1+ year in a team-leading position, with strong analytical skills, excellent communication, and hands-on process improvement experience. Rotational shifts and Sunday off as per schedule.

Qualifications

• Graduate (any stream) required.
• 5+ years in BPO/Call Center, including 1+ year as Team Lead.
• Strong problem solving and analytical skills.
• Experience in a customer-facing role.
• Knowledge of industry-specific products, services, and processes.

Responsibilities

• Handle inbound customer queries and concerns through voice and email channels, ensuring prompt and effective resolution.
• Adhere to and meet contractual SLAs set by the organization.
• Manage the incoming workflow, ensuring timely response and resolution of inquiries.
• Focus on team efficiencies and productivity, optimizing processes and resource allocation.
• Collaborate with cross-functional teams to ensure seamless operations and continuous improvement.

Skills

Team leadership

Customer service

Analytical thinking

Communication skills

Problem solving

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