Team Leader - Operations

Hiring for: EOS Globe
Location: Mohali / Chandigarh Tricity
Industry: BPO / Customer Experience
Process: Domestic Customer Service – Pharmacy / Healthcare Brand
Experience: 2–4 Years
Salary: ₹30,000–₹40,000 per month, depending on experience
Employment Type: Full-Time
Joining: Immediate Joiners Preferred

Job Summary

EOS Globe is looking for an experienced and result-oriented Team Leader – Operations to manage a team supporting a leading pharmacy brand.

The ideal candidate should have excellent English communication skills, strong analytical ability and hands-on experience in domestic BPO/customer service operations. The candidate will be responsible for team performance, customer experience, quality, productivity and achievement of operational KPIs.

Key Responsibilities

• Manage and motivate a team of Customer Care Executives handling pharmacy/customer support interactions.
• Drive daily, weekly and monthly performance against defined operational KPIs.
• Monitor AHT, productivity, service level, adherence, quality, CSAT and attendance.
• Conduct daily huddles, performance reviews and one-to-one coaching sessions.
• Analyze team performance data and identify gaps and improvement opportunities.
• Prepare and review daily/weekly/monthly MIS and performance dashboards.
• Conduct call/chat audits and provide structured feedback to team members.
• Work closely with QA, Training and Operations teams to improve performance.
• Handle customer escalations and ensure timely resolution.
• Ensure adherence to process SOPs, quality standards and client requirements.
• Track absenteeism, shrinkage and attrition and take corrective actions.
• Identify training and coaching requirements based on performance trends.
• Maintain team discipline and ensure compliance with company and client policies.

Candidate Requirements

• Graduate preferred.
• 2–4 years of experience in BPO/customer service operations, with at least 1 year as a Team Leader.
• Experience in domestic voice/customer service preferred.
• Experience in pharmacy, healthcare, e-commerce or retail customer support will be an advantage.
• Excellent verbal and written English communication skills – mandatory.
• Strong analytical and problem-solving skills.
• Good knowledge of BPO operational metrics and dashboards.
• Strong MS Excel/Google Sheets skills.
• Ability to analyze data and implement performance improvement plans.
• Strong leadership, coaching and people-management skills.
• Customer-focused with a strong sense of ownership.
• Comfortable working in rotational shifts, if required.

Key Performance Indicators

• Service Level
• AHT / Productivity
• Quality Score
• CSAT / Customer Experience
• Attendance & Adherence
• Shrinkage
• Attrition
• Team Target Achievement
• Escalation Resolution
• Process Compliance

Ideal Candidate

We are looking for a hands-on Team Leader who can manage people as well as numbers—someone who can analyze performance data, identify root causes, coach the team and consistently improve operational results.

Send your CV: [email protected]

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person