Team Leader

Job Description

Job Title: Team Leader - Operations Location: Mumbai/Thane Experience: Minimum 18 months as a Team Leader Salary: Up to 8.5 LPA About the Company: Join a leading technology-enabled global business services company specializing in customer engagement and business performance improvement. We collaborate with ambitious, forward-thinking executives worldwide, helping businesses stay ahead of the competition and meet evolving customer expectations. Role & Key Responsibilities: As a Team Leader - Operations , you will play a pivotal role in managing and motivating a team of call center associates to drive high performance and deliver exceptional customer service. Your primary responsibilities include: Team Supervision & Performance Management Oversee daily operations, ensuring adherence to company policies and legal guidelines. Monitor team performance, including attendance, productivity, and quality metrics. Identify performance gaps and implement action plans to drive improvement. Coaching & Development Provide effective coaching to enhance associate performance and job satisfaction. Conduct regular training sessions and knowledge-sharing initiatives. Foster a culture of continuous learning and professional growth. Customer-Centric Approach Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations. Act as an escalation point for customer concerns and resolve issues efficiently. Promote a customer-first mindset across the team. Team Engagement & Communication Conduct regular team meetings to share updates, discuss challenges, and encourage collaboration. Organize team-building activities to boost morale and engagement. Maintain clear and consistent communication with employees regarding expectations and company goals. Process Adherence & Leadership Stay updated on internal processes, policies, and compliance requirements. Lead by example, embodying company values and fostering a positive work environment. Attend required manager development training to enhance leadership skills. Key Skills & Qualifications: Bachelors Degree in a relevant field. Minimum 7+ years of experience , with at least 18 months as a Team Leader in Operations. Strong leadership and people management skills. Excellent coaching, mentoring, and conflict resolution abilities. Proven track record in achieving KPIs and driving team performance . Strong communication and problem-solving skills. Ability to handle escalations and ensure exceptional customer service. Why Join Us? Competitive salary up to 8.5 LPA . Opportunity to work with a dynamic and fast-growing global company . Professional development and career growth opportunities . Supportive work culture and team-oriented environment. Best regards, Manish Chauhan Associate | Career Guideline Mumbai / Bangalore 9136520859 manish@careerguideline.co.in