Team Leader - Operations

Key Skills and knowledge:

· Associate’s degree in a relevant field (preferred).

· 2–4 years of experience in a similar role, ideally in a telecom process.

· Strong communication skills—both verbal and written.

· A collaborative mindset and the ability to work well with others.

· Proven ability to coach and develop team members to reach their full potential.

· Ability to manage multiple priorities and stay calm under pressure.

· Strong leadership and organizational skills.

· Experience in performance management, employee engagement, and conflict resolution.

· Sales acumen with the ability to identify upselling/cross-selling opportunities and drive revenue through customer interactions.

Willingness to work flexible hours based on business needs

Role and Key Responsibilities:

· Ensure the team consistently meets or exceeds client SLAs and performance metrics.

· Act as the first point of escalation for customer-related queries, providing timely and effective resolutions.

· Build strong interpersonal relationships within the team, fostering a sense of unity and alignment with customer values and business goals.

· Lead by example—promote a culture of excellence through team building, coaching, and sound people management.

· Identify performance gaps and take proactive steps to address them through coaching and support.

· Drive team development through motivation, skill enhancement, and career growth initiatives.

· Provide hands-on support and guidance to team members, including troubleshooting and mentoring.

· Serve as the key communication link between the team and senior management, ensuring transparency and alignment on deliverables.

· Maintain accurate and insightful reporting; collaborate with the Operations Manager to implement effective performance tracking and reward systems.

· Monitor real-time operations and respond swiftly to emerging issues or trends.

· Coordinate with support functions (HR, IT, Admin) to resolve team-related challenges.

· Manage team-specific attrition and absenteeism and implement retention strategies.

· Conduct regular performance reviews and identify training needs to enhance team capabilities.

· Ensure smooth day-to-day operations while maintaining high levels of employee engagement and customer satisfaction.

· Follow governance models, escalation protocols, and communication plans diligently.

· Uphold discipline and professionalism within the team, while providing clear direction and support.

· Champion continuous improvement initiatives to enhance process efficiency and service quality.

· Be the go-to person for internal queries and business-specific concerns.

· Lead a team of 15–20+ customer service executives.

· Take ownership of team outcomes and maintain a positive, solution-oriented attitude.

· Foster a motivating and inclusive work environment that encourages collaboration and growth.

Contact Sunny

9873356699

Job Types: Full-time, Permanent

Pay: ₹600,000.00 - ₹800,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person