Team Lead

Team Lead UK Retail Process

Location:

Weekly Off:

About the Role:

Team Lead

Key Responsibilities:

Team Leadership & Supervision

• Lead and manage a high-performing team handling international retail customer interactions across multiple channels.
• Drive performance through regular team meetings, coaching, one-on-ones, and effective feedback.
• Oversee workforce planning, shift management, leave planning, and attrition control.

Process Execution & Customer Support

• Ensure smooth execution of key retail functions including:
• Order placements & cancellations
• Manual/card refunds
• Product exchanges
• Handling general customer service queries
• Monitor compliance with SLA, TAT, and quality benchmarks.

Performance Monitoring & Reporting

• Track KPIs such as AHT, FCR, CSAT, QA scores, and team productivity.
• Create performance reports, dashboards, and presentations using Excel and PowerPoint.
• Use data insights to identify improvement opportunities.

Training & Development

• Conduct process trainings, refreshers, and daily floor support sessions.
• Identify and close skill gaps through tailored coaching and development plans.

Stakeholder & Client Communication

• Act as the escalation point for unresolved or complex customer issues.
• Maintain coordination with internal departments and UK-based stakeholders.
• Represent the team in weekly client calls and business reviews.

Quality Assurance & Compliance

• Conduct regular audits to ensure adherence to SOPs and compliance standards.
• Drive process consistency and service excellence.

Continuous Improvement

• Collaborate with training and quality teams to implement updates, SOP rollouts, and feedback loops.
• Proactively suggest and implement process enhancements for improved efficiency and customer satisfaction.

What Were Looking For:

• 24 years of experience in team handling/customer support, preferably in an international retail process.
• Strong analytical, communication, and interpersonal skills.
• Proficient in MS Excel and PowerPoint.
• Ability to lead by example and work independently under pressure.
• Experience managing UK shifts and stakeholders is a plus.

Why Join Us

• Opportunity to lead an energetic, ambitious team
• Exposure to international clients and UK retail operations
• Growth-driven culture with continuous learning & development

Ready to Lead with Impact

Apply now and be part of a team that values leadership, innovation, and customer excellence.