Team Leader - Customer Service / Premium Concierge Operations

Sapwood Ventures; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Sapwood Ventures Pvt LTd in Mumbai is seeking a seasoned Team Leader to guide and mentor a customer service or concierge team. You will drive performance, monitor daily productivity, and ensure alignment with SLAs while managing rotating shifts.

Candidates should have at least two years of team leadership experience, strong communication skills, and proficiency in Excel and PowerPoint. Experience across voice, chat, email, or premium hospitality workflows is preferred.

Qualifications

• Minimum 2 years of experience as a Team Leader
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office tools like Excel and PowerPoint
• Experience managing Voice, Chat, Email, or Premium Hospitality/Concierge workflows
• Strong interpersonal skills to handle team engagement and reduce attrition

Responsibilities

• Team Management: Lead, mentor, and manage a team of customer service or concierge executives to keep them motivated.
• Performance Tracking: Monitor daily team productivity and track targets against set benchmarks and SLAs.
• Report Preparation: Maintain daily and weekly operational dashboards and performance reports for management.
• Escalation Resolution: Handle complex customer complaints and escalations quickly to ensure high satisfaction.
• Shift Flexibility: Manage operations seamlessly across rotational shifts and rotational weeks off.

Skills

Team Leadership

Communication Skills

Analytical Skills

People Management

Operations Domain

Education

Graduate

Tools

Excel

PowerPoint

Job description

Roles and Responsibilities

• Team Management: Lead, mentor, and manage a team of customer service or concierge executives to keep them motivated.
• Performance Tracking: Monitor daily team productivity and track targets against set benchmarks and SLAs.
• Report Preparation: Maintain daily and weekly operational dashboards and performance reports for management.
• Escalation Resolution: Handle complex customer complaints and escalations quickly to ensure high satisfaction.
• Shift Flexibility: Manage operations seamlessly across rotational shifts and rotational weeks off.

Preferred Candidate Skills

• Team Leadership: Minimum 2 years of experience as a Team Leader managing customer service or concierge teams.
• Communication Skills: Excellent verbal and written communication skills to handle premium clients and stakeholders.
• Analytical Skills: Good problem-solving abilities and proficiency in Microsoft Office tools like Excel and PowerPoint.
• Operations Domain: Prior experience managing Voice, Chat, Email, or Premium Hospitality/Concierge workflows.
• People Management: Strong interpersonal skills to handle team engagement, feedback sessions, and reduce attrition.

Location: Mumbai western line

Working Days/Shifts: Rotational

Notice Period Preference: Immediate joiners or candidates with up to 30 days notice preferred.

Education Criteria: Graduate preferred.

Sapwood Ventures Pvt LTd