Team Lead Operations

Role & responsibilities

Job Summary

We are looking for a results-oriented Team Lead Operations to lead a customer service team, drive operational performance, achieve business targets, and ensure an excellent customer experience. The role requires strong people-management, coaching, and performance-management skills.

Key Responsibilities

• Lead and manage the team to achieve operational, productivity, quality, and business targets.
• Monitor and improve key metrics including CSAT, SLA, AHT, Quality, Adherence, Shrinkage, and Attrition.
• Drive upselling and cross-selling initiatives and ensure achievement of assigned upselling targets.
• Handle customer service queries, escalations, and complex customer concerns effectively.
• Conduct regular team huddles, one-on-one sessions, coaching, and performance reviews.
• Identify performance gaps and implement appropriate coaching and improvement plans.
• Motivate, engage, and retain team members while maintaining a positive work environment.
• Ensure adherence to company policies, processes, quality standards, and compliance requirements.
• Monitor attendance and schedule adherence and take appropriate action to control shrinkage.
• Analyze daily/weekly performance reports and take corrective actions to achieve targets.
• Collaborate with Quality, Training, WFM, HR, and Operations teams to ensure smooth business operations.
• Drive a target-oriented and customer-centric culture within the team.

Key Performance Indicators (KPIs)

CSAT | SLA | AHT | Quality | Adherence | Shrinkage | Attrition | Productivity | Upselling Targets

Required Qualifications & Experience

• Minimum Bachelor's Degree in any discipline.
• Minimum 1 year of proven Team Lead experience, with the Team Lead designation reflected in official employment records.
• Prior experience in Customer Service / Contact Center / BPO / Operations is preferred.
• Strong communication, leadership, coaching, and people-management skills.
• Ability to work in a target-driven and fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Willingness to work in rotational shifts, including weekends, based on business requirements.

Ideal Candidate

A people-focused and target-driven leader who can effectively manage customer service operations, coach teams, improve performance metrics, drive upselling results, and deliver a consistently high-quality customer experience.