About the role
Summary
We are seeking a seasoned and people-focused Team Leader to oversee a group of 10 to 15 Community Operations Specialists, ensuring top-tier operational performance. This position is pivotal for maintaining high standards within a dynamic, round-the-clock customer support setting. The successful candidate will be responsible for supervising team output, enhancing the customer journey, and spearheading initiatives for ongoing process refinement.
Responsibilities
- Team Leadership: Direct the growth and development of a support team of 10–15 specialists, overseeing overall productivity and delivering consistent coaching and performance feedback.
- Performance Optimization: Pinpoint areas of underperformance and formulate targeted plans to address gaps, ensuring the team meets its goals.
- Metrics Monitoring: Track critical operational indicators including Service Level Agreements (SLA), quality scores, productivity rates, Average Handle Time (AHT), and customer satisfaction levels.
- Data-Driven Decisions: Evaluate team performance trends to leverage data insights for boosting operational efficiency.
- Compliance: Guarantee strict adherence to established processes and operational protocols.
- Quality & Development: Collaborate with Quality Assurance and Training departments to bolster team capabilities and operational effectiveness.
- Subject Matter Expertise: Serve as the primary resource for resolving complex process-related inquiries.
- Cross-Functional Collaboration: Partner with various departments to align on business goals, communicating operational hurdles and actionable insights.
- Project Execution: Handle ad-hoc projects and lead process improvement efforts.
- Innovation: Continuously seek out opportunities to elevate customer experience and operational speed, driving the implementation of new initiatives and ensuring team compliance.
Requirements
- Possess a completed graduation degree.
- Have at least one year of experience in people or process management, customer support, analytics, stakeholder relations, or project management.
- Demonstrate mandatory proficiency in both English and Hindi.
- Possess Telugu language capabilities as a distinct advantage.
- Exhibit strong analytical thinking and problem-solving skills.
- Maintain a solid grasp of customer support operations and key performance indicators.
- Show capability to lead a team within a high-pressure, rapid-paced environment.
- Be fully available and adaptable to 24/7 rotational shift schedules.
BenefitsSalary upto 45k in hand + pf + incentives