Team Lead

*Job Title:* Team Leader Amazon Process

*Location: Gurugram, Sector 20*

Salary: Up to 48,000 (In-hand / CTC – as per experience)

Experience: Minimum 1 Year as Team Leader / Acting TL / Senior Associate (Amazon / E-commerce Process)

Qualification: Graduate (Mandatory)

Shift: Day Shift

Working Days: 6 Days

*Job Responsibilities:*

Lead and manage a team of Customer Support Associates for the Amazon process.

Ensure achievement of daily, weekly, and monthly KPIs (CSAT, AHT, Quality, Productivity).

Monitor team performance and provide regular feedback, coaching, and mentoring.

Handle customer escalations and ensure timely and effective resolution.

Conduct team huddles, performance reviews, and action plans.

Maintain adherence to Amazon SOPs, SLAs, and compliance standards.

Coordinate with Quality, Training, WFM, and Operations teams.

Prepare and share MIS, performance reports, and insights with management.

Drive continuous improvement to enhance customer experience and team efficiency.

*Key Skills & Requirements:*

Minimum 1 year experience as a Team Leader / Acting TL in Amazon or E-commerce process.

Strong people management and communication skills.

Hands-on experience in handling escalations and performance management.

Knowledge of Amazon customer support processes (Voice/Chat/Email).

Good working knowledge of MS Excel and reporting tools.

Ability to work in rotational shifts and a fast-paced environment.

*Preferred Skills:*

Exposure to QA frameworks, CSAT improvement plans, and coaching models.

Experience in handling large teams in BPO / E-commerce operations.