Team Lead

Shift Timings: Morning Shift: 8.00 AM to 4.00 PM General Shift: 9:00 AM to 5:00 PM Afternoon Shift: 12:00 PM to 8:00 PM Post Lunch Shift: 2:00 PM to 10:00 PM Night Shift: As needed on random days Job Summary: Lead a team that delivers service operations to clients/customers, ensure high-quality delivery, meet operational metrics/KPIs, drive process improvements and support team development.. Key Responsibilities: 1.      Lead, motivate, and mentor a team of service personnel to meet and exceed service delivery goals. 2.      Monitor individual and team performance 3.     Handle escalations: ensure client/customer complaints/issues are resolved promptly. 4.    Oversee day-to-day operations: task assignment, shifts/scheduling, resource planning. 5.     Identify gaps in knowledge and training needs; plan & deliver training/coaching for continuous improvement. 6.    Develop and refine service processes, workflows, checklists, standard operating procedures . 7.    Generate and analyze reports on team performance, service metrics, identify trends, and propose improvements. 8.      Coordinate with other departments (e.g. Quality, HR, Sales) to ensure smooth service delivery and alignment with client expectations. 9.     Maintain documentation: service logs, knowledge base entries, process documents. 10.  Support change initiatives, technology/system upgrades related to service operations.     Qualifications: ·       Bachelor’s degree (or equivalent) in relevant field. ·       Minimum 2 years of total experience in service operations / customer service / support roles. Excellent communication and interpersonal skills. Ability to handle stressful situations and provide calm, reassuring assistance. Strong problem-solving skills and attention to detail. Proficiency in using computer systems and CRM software. Working Conditions: Office-based call centre environment. Ability to work flexible hours and shifts, including occasional night shifts. Potential for stress situations requiring quick and efficient problem-solving. Why Join Us: Competitive salary and benefits package. Opportunities for career growth and development. A supportive and dynamic work environment. The chance to make a difference by helping customers in need.