Operations Team Lead
TP Conseil · Bengaluru · onsite · Posted 71d ago
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About this role
Job Title: Team Leader E-Commerce Process
Location: Electronic City, Bangalore.
Salary: Up to 5 LPA
Shift: Between 9AM to 9PM.
Working Days: 6 Days a Week
Joining: Immediate Joiners Preferred,
Job Summary
We are looking for an experienced Team Leader to manage and drive the performance of an E-Commerce customer service team. The ideal candidate should have a minimum of 1 year of experience as a Team Leader, with strong knowledge of KPI/KRI management, people management, and operational excellence.
Key Responsibilities
Manage a team of Customer Support Executives and ensure daily operational targets are achieved.
Monitor and drive team performance against defined KPIs such as Productivity, Quality, Attendance, AHT, CSAT, and SLA adherence.
Track and mitigate KRIs to ensure business continuity and operational efficiency.
Conduct regular team huddles, coaching sessions, and performance reviews.
Develop action plans to improve team performance and customer experience.
Handle escalations and ensure timely resolution of customer issues.
Prepare and share daily, weekly, and monthly performance reports.
Ensure adherence to company policies, processes, and compliance requirements.
Motivate, mentor, and engage team members to improve retention and productivity.
Collaborate with cross-functional stakeholders to drive process improvements.
Eligibility Criteria
Minimum 1 year of experience as a Team Leader in BPO/Customer Service/E-Commerce operations.
Strong understanding of KPIs, KRIs, Shrinkage & Attrition Management, Rostering, CSAT, AHT, People Management Skills. SLA management, and performance metrics.
Proven experience in people management, coaching, and team handling.
Excellent communication and stakeholder management skills.
Strong analytical and problem-solving abilities.
Comfortable working in a fast-paced customer-centric environment.
Preferred Skills
Team Management
Performance Management
Customer Experience Management
KPI & KRI Monitoring
Reporting & MIS
Coaching & Mentoring
Escalation Handling
Process Improvement
Compensation: Up to ₹5 LPA
Notice Period: Immediate Joiners Preferred / Early Joiners Advantage
Interested candidates can share their updated resume for further assessment.
For more information reach out to HR - Yamanur K
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