Team Leader - Inbound

Digitide Solutions Limited; Mumbai, Navi Mumbai; In loco; INR 800.000 - 1.200.000; Tempo pieno

Descrizione del lavoro

Digitide Solutions Limited in Mumbai's Airoli area seeks a capable Team Leader with a Graduate degree and 2+ years of leadership experience to drive a customer support team in an ecommerce environment.

You will coach staff, manage performance metrics (CSAT, Quality, Productivity, AHT, SLA), collaborate across functions, handle escalations, and prepare regular reports to boost engagement and service levels. Located in Airoli, India; opportunity to grow with a dynamic team.

Competenze

• Minimum 2+ years of experience as Team Leader.
• Strong e-commerce background, preferably in customer support operations.
• Proven experience in team management, coaching, and performance improvement.
• Strong understanding of operational metrics such as CSAT, Quality, Productivity, AHT, and SLA management.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to lead high-performing teams, drive employee engagement, and manage customer escalations.
• Experience in cross-functional collaboration and continuous process improvement.
• Proficiency in preparing performance reports and conducting regular feedback sessions.

Conoscenze

Team leadership

Coaching

Performance improvement

Operational metrics

Communication

Stakeholder management

Problem-solving

Cross-functional collaboration

Process improvement

Reporting

Formazione

Graduate

Descrizione del lavoro

Designation :- Team Leader

Location :- Airoli

Qualification :- Graduate

Job Description :

• Minimum 2+ years of experience as Team Leader.
• Strong e-commerce background, preferably in customer support operations.
• Proven experience in team management, coaching, and performance improvement.
• Strong understanding of operational metrics such as CSAT, Quality, Productivity, AHT, and SLA management.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to lead high-performing teams, drive employee engagement, and manage customer escalations.
• Experience in cross-functional collaboration and continuous process improvement.
• Proficiency in preparing performance reports and conducting regular feedback sessions.