Team Lead Operations

TRANSFORMPLUS; Maharashtra; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

TRANSFORMPLUS in Maharashtra seeks an experienced Team Lead Operations - International to oversee the inbound customer support team. You will manage a team of support representatives, ensure service levels, and drive customer satisfaction through effective coaching and process improvements.

Key duties include handling queries via voice (85%) and email (15%), enforcing SLAs, optimizing workflows, and leading RCA reporting.

Qualifications

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

Responsibilities

• Handle inbound customer queries and concerns through voice (85%) and email (15%).
• Adhere to and meet the contractual SLAs.
• Manage the incoming workflow for timely response and resolution.
• Focus on team efficiencies and productivity; optimize processes and resources.
• Manage escalations, identify root causes, and share RCA reports.
• Drive performance through coaching and benchmarking with a culture of excellence.
• Identify improvements within processes and implement changes for efficiency.
• Collaborate with cross-functional teams for seamless operations.
• Contribute to training programs to enhance team skills and knowledge.
• Participate in process improvement initiatives using customer feedback.

Skills

Problem solving

Analytical skills

Customer-facing

Education

Graduate degree

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