Team Leader - Customer Operations

TP; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TP in Bengaluru is seeking an experienced leader to head a customer operations team, driving high customer satisfaction and efficiency. You will develop processes to boost productivity, collaborate with multiple teams to resolve issues, and coach staff for growth, while monitoring KPIs for ongoing improvement.

The role requires strong communication, analytical skills, and hands-on experience with CRM tools to optimize the customer journey.

Qualifications

• Proven experience in customer operations or a related field, with at least 2 years in a leadership role.
• Strong knowledge of customer service principles, practices, and technologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong analytical and decision-making skills, with attention to detail and accuracy.
• Experience with CRM software and other customer service tools.

Responsibilities

• Lead and manage a team of customer operations professionals to achieve high levels of customer satisfaction and operational efficiency.
• Develop and implement process improvements to increase productivity and reduce costs.
• Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer experience.
• Analyze customer feedback and provide insights to enhance the customer journey.
• Coach and train team members to improve their performance and career growth.
• Monitor and report on key performance indicators to ensure continuous improvement.

Skills

Leadership

Communication

Problem-solving

Adaptability

Analytical thinking

Tools

CRM software

Job description

Roles and Responsibility

• Lead and manage a team of customer operations professionals to achieve high levels of customer satisfaction and operational efficiency.
• Develop and implement process improvements to increase productivity and reduce costs.
• Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer experience.
• Analyze customer feedback and provide insights to enhance the customer journey.
• Coach and train team members to improve their performance and career growth.
• Monitor and report on key performance indicators to ensure continuous improvement.

Job Requirements

• Proven experience in customer operations or a related field, with at least 2 years in a leadership role.
• Strong knowledge of customer service principles, practices, and technologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong analytical and decision-making skills, with attention to detail and accuracy.
• Experience with CRM software and other customer service tools.