Team Lead Operations

TRANSFORMPLUS; Thane; On-site; INR 800,000 - 1,400,000; Full time

Job summary

TRANSFORMPLUS in India seeks a Team Lead Operations - International to manage the inbound customer support team, drive service quality and customer satisfaction.

You'll coach agents, optimize processes, monitor SLAs, and collaborate with cross-functional teams to enhance efficiency and training programs.

Qualifications

• Graduate with 5+ years in BPO/Call Center.
• Minimum 1+ year as Team Lead.
• Strong problem solving and analytical skills.
• Experience in a customer-facing role in a contact center.
• Knowledge of industry-specific processes.

Responsibilities

• Oversee inbound customer support team and ensure service delivery.
• Adhere to and meet SLAs set by the organization.
• Manage workload and ensure timely response and resolution of customer inquiries.
• Drive team performance through coaching and setting benchmarks.
• Identify improvement areas and implement changes to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams for seamless operations and training initiatives.
• Develop and implement training programs to enhance team members' skills.
• Address escalations and provide RCA reports.

Skills

Problem solving

Analytical skills

Customer-facing

Leadership

Team management

Education

Graduate (any stream)

Job description

Hi

We are looking for

Team Lead Operations -International

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