Team Leader - Customer Support - Vikhroli

About the Role:

We are seeking a proactive and dynamic Team Leader to supervise, guide, and motivate a team toward achieving performance goals and delivering high-quality results. The ideal candidate will have strong leadership, communication, and organizational skills, and a passion for team development and operational excellence.

Job Responsibilities:

Leadership & Supervision:

Lead, coach, and mentor a team to ensure high levels of performance and productivity.

Monitor daily operations and team performance against KPIs and SLAs.

Allocate tasks and manage workflows efficiently to meet deadlines.

Performance Management:

Track individual and team performance metrics.

Conduct regular team meetings, one-on-ones, and performance reviews.

Identify training needs and support learning initiatives.

Operational Excellence:

Ensure adherence to company policies, procedures, and quality standards.

Handle escalated issues and resolve conflicts within the team effectively.

Drive process improvements to enhance efficiency and customer satisfaction.

Communication & Reporting:

Act as a communication bridge between team members and upper management.

Prepare and present reports on team performance, challenges, and achievements.

Ensure smooth handoffs between shifts/departments if applicable.

Key Result Areas:

Strong leadership and people management skills

Excellent communication and interpersonal abilities

Conflict resolution and problem-solving capability

Time management and task prioritization