Associate Team Leader/ Team Leader- Support Services

The Associate Team Lead – Support Services will support the Team Lead in overseeing daily operations, coordinating with support staff, ensuring adherence to process standards, and contributing to efficient service delivery. This role requires a detail-oriented and proactive individual with strong communication skills, the ability to coach team members, and a passion for quality and performance improvement.

Job Responsibilities

• Assist in the day-to-day operations to ensure smooth process functioning and service quality.
• Support the Team Lead in managing SOPs and maintaining updated documentation in the company portal.
• Collaborate with the team to ensure alignment with client KPIs and service level agreements.
• Monitor team activities and flag operational or performance issues proactively.
• Conduct regular feedback, coaching, and support sessions for junior team members.
• Participate in performance evaluations and quality audits.
• Track key metrics and contribute to MIS reporting and performance analysis.
• Help coordinate refresher trainings based on Training Needs Analysis (TNA).
• Encourage adherence to work ethics and company culture.
• Work closely with technology, training, and other support functions to resolve team challenges.
• Contribute to employee engagement and retention initiatives within the team.
• Drive small process improvement initiatives in alignment with company goals.

Requirements and skills

• 3+ years of experience in a BPO or support services environment, with at least 1 year in a mentoring or leadership support role.
• Strong knowledge of customer service operations and metrics.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Good interpersonal, communication, and problem-solving skills.
• Ability to handle multiple responsibilities while maintaining quality standards.
• Energetic team player with a positive, customer-first mindset.
• Graduate in any stream; additional certifications or higher education is a plus.
• Coaching and mentoring skills to support junior team members’ growth and development.
• Detail-oriented mindset with a strong focus on quality and process adherence.
• Collaborative approach to working with internal teams and support functions.
• Problem-solving skills to identify root causes and implement effective solutions.
• Initiative-driven with a mindset for driving small process improvement efforts.

Job Type: Full-time

Pay: ₹500,000.00 - ₹600,000.00 per year

Benefits:

• Leave encashment
• Paid time off
• Provident Fund

Application Question(s):

• What is your current CTC ?

Experience:

• Team management: 1 year (Required)

Location:

• Aundh, Pune, Maharashtra (Preferred)

Shift availability:

• Night Shift (Required)

Work Location: In person