Team Lead - Operations

Location: Noida, Sector 125
Work Mode: Work from Office
Shift: 10 PM to 7 AM (Mon - Sat 6 Days Work From Office)
Salary: 6 LPA + up to 2 LPA performance-based incentive

About the Role-
Lumus is Astrotalks platform for users in the USA, UK, Canada and Australia. Our Counsellors hold supportive one-on-one conversations that help people feel heard and gain clarity in relationships, personal growth and life decisions. As Team Lead, you will coach and lead a team of Counsellors, protect the quality of every conversation, and help the team hit its performance goals.

Key Responsibilities-
Lead, mentor and motivate a team of Counsellors, with daily huddles and regular one-on-ones.

• Assess communication quality and overall user experience, providing specific feedback on rapport-building, active listening, and effective open-ended questioning.
• Encourage a user-centric approach by helping team members understand user needs, facilitate meaningful conversations, and guide users towards their own insights.
• Monitor team performance metrics, including quality scores, attendance, and productivity, and share regular reports highlighting key insights and areas for improvement.
• Handle escalations and sensitive cases with empathy, and enforce strict user confidentiality.Help Counsellors adapt their tone to users across the US, UK, Canada and Australia.
• Manage shift schedules, adherence and attendance.
• Onboard and train new Counsellors, and run refresher sessions based on quality gaps.
• Spot and address burnout and emotional fatigue in the team.
• Work with Quality, Operations and Product teams to improve processes.

Requirements-

• 24 years of experience in counselling, customer support or a similar conversation-heavy role, including at least 1 year leading a team.
• Excellent written and verbal English, with a warm, natural conversational tone.
• Strong coaching, feedback and people-management skills.
• High emotional intelligence and sound judgment on sensitive conversations.
• Comfortable with performance dashboards and reporting.
• A degree in Psychology or a related field is a plus, not mandatory.