Team Leader - Operations

Team Leader– Customer Support / Operations

Location: Navi Mumbai

Employment Type: Full-time

Shift: Rotational / 24x7

Job Summary

We are looking for an experienced Team Leader to manage a team of customer support associates and drive operational excellence. The role requires strong leadership, performance management, and hands-on involvement in daily operations to ensure service quality and KPI achievement.

Key Responsibilities

• Manage day-to-day operations of a team of customer support executives
• Drive team performance to meet KPIs such as AHT, CSAT, QA, productivity, and attendance
• Conduct regular team huddles, coaching sessions, and performance reviews
• Handle customer escalations and provide effective resolutions
• Monitor call quality and ensure adherence to process and compliance guidelines
• Prepare and share daily, weekly, and monthly performance reports
• Coordinate with Quality, Training, WFM, and Operations teams
• Support new joiner onboarding and floor nesting
• Maintain team engagement and morale

Eligibility Criteria

• Minimum 1 year experience as a Team Leader (designation should be on paper)
• Experience in voice or blended process
• Willingness to work in rotational shifts
• Prior BPO / customer support experience is mandatory
• Experience in International BPO.
• No Relocation allowance