Team Leader Operations

Job Description

Job Title: Team Leader - Operations Location: Malad, Mumbai Experience: 3+ Years Job Summary We are looking for an experienced Team Leader - Operations to manage and guide a team in a customer service environment. The ideal candidate should have a strong understanding of KPIs, KRAs, NPS, and Performance Management to drive team performance and customer satisfaction. Excellent communication skills are a must. Key Responsibilities Lead, mentor, and manage a team of customer service representatives. Monitor team performance against KPIs and KRAs, ensuring targets are met. Drive NPS (Net Promoter Score) and implement strategies to enhance customer experience. Manage Quartile Management/Performance Management, ensuring fair and data-driven decisions. Conduct regular performance reviews, coaching, and feedback sessions. Address escalations and provide effective resolutions to customer concerns. Collaborate with stakeholders to improve processes and operational efficiency. Ensure adherence to company policies, compliance guidelines, and quality standards. Drive motivation and engagement initiatives to enhance team morale and productivity. Key Requirements Minimum 3+ years of experience in a Customer Service/Operations leadership role. Strong understanding of KPIs, KRAs, NPS, and Performance Management. Experience in Quartile Management and handling performance-related scenarios. Ability to handle escalations and implement process improvements. Excellent communication and interpersonal skills are mandatory. Proficient in data analysis and reporting tools. Strong problem-solving skills with a customer-centric approach. Preferred Qualifications Bachelor's degree in any discipline. Experience in a BPO or Customer Service environment is a plus. Knowledge of CRM tools and reporting dashboards. Show more Show less