Team Leader

TP; Thane; On-site; INR 600,000 - 800,000; Full time

Job summary

TP Group in Thane is seeking a dedicated Team Leader to oversee daily operations for a customer service team. You will monitor performance metrics, coach staff, and resolve complex issues to uphold service quality.

The role requires coordinating with internal stakeholders, sharing reports, and driving process improvements while maintaining a positive work environment and ensuring policy adherence.

Qualifications

• Strong people management and leadership skills with team supervision and coaching.
• Operational excellence in workflow, targets and process improvements.
• Clear communication and collaboration across cross-functional teams.
• Customer service orientation with effective issue resolution.
• Analytical and data-driven decision making.
• On-site work ability in Thane and adaptability to business needs.
• Experience as Team Leader or supervisor in BPO/digital services preferred.
• Bachelor’s degree or equivalent in business/management is beneficial.

Responsibilities

• Oversee daily operations for a designated team and ensure targets are met.
• Monitor key performance metrics and provide coaching and feedback.
• Support team members in resolving complex customer issues.
• Coordinate with internal stakeholders and share performance reports.
• Implement process improvements to enhance efficiency and satisfaction.
• Foster a positive, inclusive work environment and support training initiatives.
• Ensure adherence to company policies and procedures.

Skills

People management

Leadership

Coaching

Performance tracking

Conflict resolution

Effective communication

Analytical mindset

Time management

Education

Bachelor's degree

Job description

Company Description

TP Group, known for nearly 47 years as Teleperformance, is a global leader in digital business services. In response to the AI era and evolving customer needs, the company has transformed to become sharper, more modern, and deeply focused on empathy in every interaction. TP combines intelligent, data-driven solutions with human-centered service to support clients across industries. The organization is committed to being future-ready, fostering innovation while maintaining a strong focus on people and performance. Team members join a culture that values growth, adaptability, and meaningful customer experiences.

Role Description

This is a full-time, on-site Team Leader role based in Thane. The Team Leader will oversee daily operations for a designated team, ensuring performance targets and quality standards are met. Responsibilities include managing schedules, monitoring key metrics, providing coaching and feedback, and supporting team members in resolving complex customer issues. The role involves coordinating with internal stakeholders, sharing performance reports, and implementing process improvements to enhance efficiency and customer satisfaction. The Team Leader will also foster a positive, inclusive work environment, support training initiatives, and ensure adherence to company policies and procedures.

Qualifications

• Strong people management and leadership skills, including team supervision, performance coaching, and conflict resolution.
• Operational excellence capabilities such as workflow management, target tracking, and process improvement.
• Effective communication and interpersonal skills, with the ability to present information clearly and collaborate with cross-functional teams.
• Customer service orientation, with experience handling escalations and maintaining high service quality standards.
• Analytical and problem-solving skills, with comfort using data and metrics to guide decisions.
• Ability to work on-site in Thane, manage time effectively, and adapt to dynamic business needs.
• Previous experience as a Team Leader or in a similar supervisory role in BPO, customer service, or digital business services is preferred.
• Bachelor’s degree or equivalent professional experience in business, management, or a related field is beneficial.