Team Lead Operations

Transform Plus; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Transform Plus in Pune is seeking an experienced Team Lead Operations to oversee an inbound customer support team, primarily handling voice and email interactions. The role focuses on maintaining service quality, meeting SLAs, and driving operational excellence.

You will coach, monitor performance, and collaborate with cross-functional teams to optimize processes and customer satisfaction. Rotational shifts are required, with Sundays off on a fixed rotational basis.

Qualifications

• Graduate (any stream).
• 5+ years overall experience including 1+ year as Team Lead in a 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.

Responsibilities

• Oversee inbound customer support team delivery across voice (primarily) and email channels.
• Ensure adherence to SLAs and maintain high customer satisfaction.
• Manage workflows, drive team productivity, and optimize processes and resource allocation.
• Handle escalations, perform root cause analysis, and share RCA reports.
• Mentor and coach team members, drive performance benchmarks, and foster a culture of excellence.
• Identify process improvements and collaborate with cross-functional teams to implement changes.
• Contribute to training programs and participate in ongoing process improvement initiatives based on customer feedback.

Skills

Team leadership

Customer support

Problem solving

Analytical skills

Education

Graduate

Job description

Hi

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