Team Leader operations | Navi Mumbai

Taskus; Navi Mumbai; On-site; INR 550,000 - 900,000; Full time

Job summary

Taskus is seeking a proactive Team Leader to manage a customer support team, ensure SLA/KPI delivery, and serve as a bridge between teammates and other departments.

You will coach, train, and conduct huddles, recognizing weaknesses and delivering solutions to improve performance, quality, and customer experience.

Qualifications

• Minimum 1 year of Team Leader experience managing 10+ teammates in a customer support context.
• Excellent verbal and written communication skills are required.
• Strong coaching and people-management abilities, with a focus on performance improvement.

Responsibilities

• Manage day-to-day planning and operations to meet SLA and KPI targets.
• Coach, train, and conduct team huddles to develop team members.
• Act as a bridge between teammates and other departments to resolve issues.
• Ensure schedules are followed and recognize weaknesses to offer solutions.

Tools

Zendesk

Job description

Job Description for Team Leader

Imagine yourself going to work with one thing on your mind: to provide the best customer experience to your clients. As you look at your tasks for the day, you should be able to drive the performance of teammates in order for them to continuously hit their goals. You must be able to coach and manage the teammates under your supervision and act as a bridge between your teammates and the other departments.

As a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs). As a Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organised and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team by conducting team huddles, coaching sessions, and recognising weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department.

Job Description Summary

So, what are we looking for?

We need someone who has the skills to call themselves a Leader. Someone with at least one (1) year of relevant Team Leader experience managing at least 10 + teammates while working in a customer support role within an outsourcing or similar company. We need someone with excellent verbal and written communication skills along with above-average technical know-how.

If you have previous experience working on phone, email and live chat customer support roles, then thats a plus in your favour. If youre familiar with E-Commerce, ZenDesk, or any other CRM tools; flexible and willing to work different shifts - then we definitely want to talk to you.

We are looking for someone who is extremely good in terms of people management skills and performance skills.