Team Leader

Job Description

Team Leader - Operations

Location: Gurgaon

About Vertex Group

Vertex Group, with its five business verticals Vertex Global Services, ILC Solutions, Vertex Tech, Vertex Next, and Vertex Learnings contributing to digital transformation in this modern world with a dedicated team of industry experts.

With headquarters in Times Square, New York, USA, we have a global presence and connectivity, with offices in the USA, the UK, the Philippines, the UAE, Nepal, India, and Africa.

Vertex Global Services is a global leader in BPO, IT, and consulting services, driving innovation through AI-driven solutions and delivering unparalleled customer experiences across 40+ international languages. We have successfully supported numerous clients and consumers worldwide over the last eight years.

Job Summary

We are looking for a driven, hands-on Team Leader - Operations to lead frontline CX delivery within a fast-paced BPO environment. This is a high-impact role where you will own team performance, drive SLA adherence, improve customer experience, and ensure operational excellence on the floor. You will act as the bridge between agents and management, proactively identifying performance gaps, coaching team members, and implementing process improvements. You will be measured on outcomes—team productivity, CSAT, quality scores, and attrition control—not just supervision.

Key Responsibilities

• Team Management & Performance:
  
  

Lead, manage, and motivate a team of Customer Support Executives to consistently achieve KPIs such as AHT, FCR, CSAT, and productivity targets.

• Floor Operations & SLA Delivery:
  
  

Ensure smooth day-to-day operations by monitoring real-time performance, managing queues, and driving SLA adherence.

• Coaching & Development:
  
  

Conduct regular one-on-one sessions, provide actionable feedback, and create development plans to enhance team capability and performance.

• Quality & Compliance:
  
  

Work closely with Quality Analysts to improve call/chat/email quality, reduce errors, and ensure process adherence.

• Escalation Handling:
  
  

Act as the first level of escalation for customer issues, ensuring timely resolution and maintaining client satisfaction.

• Reporting & MIS:
  
  

Track, analyze, and report team performance metrics; identify trends and implement corrective actions.

• Process Improvement:
  
  

Identify operational gaps, suggest process improvements, and drive implementation to enhance efficiency and customer experience.

• Stakeholder Coordination:
  
  

Collaborate with internal teams (Quality, Training, Workforce Management) and client stakeholders to align on performance goals.

Eligibility Criteria

• Graduate in any discipline
• 2-5 years of experience in BPO/Customer Support, with at least 1 year as a Team Leader
• Strong understanding of contact center metrics (AHT, CSAT, FCR, Shrinkage, etc.)
• Excellent communication, leadership, and people management skills
• Experience in handling voice/chat/email processes (preferred)
  
  

Why Join Us

Competitive salary and benefits.

Opportunity to work closely with top leadership.

Dynamic and collaborative work environment.

Room for professional growth and development.

Work Hours & Shifts

Total working hours in a day 9, including 1-hour break

Work from Office (WFO)

5 or 6 Days working (Depending on Process)