Team Leader Operations

r3 Consultant; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

r3 Consultant in Mumbai seeks an experienced Team Leader - Operations to guide a dedicated customer service team. The ideal candidate should have 3+ years in a leadership role, a solid grasp of KPIs, KRAs, and NPS, along with exceptional communication skills. The role involves driving performance, managing escalations, and enhancing customer experiences through effective team management and data analysis. A Bachelor's degree is preferred, along with experience in BPO or customer service environments.

Qualifications

• Minimum 3+ years of experience in a Customer Service/Operations leadership role.
• Strong understanding of KPIs, KRAs, NPS, and Performance Management.
• Excellent communication and interpersonal skills are mandatory.

Responsibilities

• Lead, mentor, and manage a team of customer service representatives.
• Monitor team performance against KPIs and KRAs, ensuring targets are met.
• Drive NPS and implement strategies to enhance customer experience.

Skills

Customer service management

Team leadership

KPI management

Customer experience improvement

Data analysis

Education

Bachelor's degree in any discipline

Tools

CRM tools

Reporting dashboards

Job description

Overview

Job Summary: We are looking for an experienced Team Leader - Operations to manage and guide a team in a customer service environment. The ideal candidate should have a strong understanding of KPIs, KRAs, NPS, and Performance Management to drive team performance and customer satisfaction. Excellent communication skills are a must.

Job Title: Team Leader - Operations

Location: Malad, Mumbai

Experience: 3+ Years

Key Responsibilities

• Lead, mentor, and manage a team of customer service representatives.
• Monitor team performance against KPIs and KRAs, ensuring targets are met.
• Drive NPS (Net Promoter Score) and implement strategies to enhance customer experience.
• Manage Quartile Management/Performance Management, ensuring fair and data-driven decisions.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Address escalations and provide effective resolutions to customer concerns.
• Collaborate with stakeholders to improve processes and operational efficiency.
• Ensure adherence to company policies, compliance guidelines, and quality standards.
• Drive motivation and engagement initiatives to enhance team morale and productivity.

Key Requirements

• Minimum 3+ years of experience in a Customer Service/Operations leadership role.
• Strong understanding of KPIs, KRAs, NPS, and Performance Management.
• Experience in Quartile Management and handling performance-related scenarios.
• Ability to handle escalations and implement process improvements.
• Excellent communication and interpersonal skills are mandatory.
• Proficient in data analysis and reporting tools.
• Strong problem-solving skills with a customer-centric approach.

Preferred Qualifications

• Bachelor's degree in any discipline.
• Experience in a BPO or Customer Service environment is a plus.
• Knowledge of CRM tools and reporting dashboards.