We’re Hiring | Team Leader – Customer Operations
- Location: Turbhe, Navi Mumbai
- Shift: 1:00 PM to 9:30 PM (UK Shift)
- Week Offs: Saturday & Sunday
- Work from Home: Eligible for 2 days/week WFH after completion of 3 months from DOJ
Are you a people-first leader with a passion for driving team performance and delivering exceptional customer service?
We’re looking for a Team Leader to lead our Enquiries, Service & Tele-sales teams, ensuring operational excellence, coaching team members, and delivering outstanding customer experiences for our UK operations.
What You'll Be Doing:
- Leading and motivating a team of Customer Service Advisors
- Monitoring KPIs such as AHT, FCR & Quality Scores
- Conducting coaching sessions, call audits & performance reviews
- Handling customer escalations and complex cases
- Managing team schedules, queue volumes & SLA adherence
- Driving team engagement, accountability & continuous improvement
- Preparing performance reports and sharing insights with stakeholders
What We're Looking For:
- Minimum 2 years' experience as a Team Leader / Supervisor
- Experience managing teams of 10+ advisors
- Strong leadership, coaching & conflict resolution skills
- Excellent verbal and written English communication
- Experience in customer service, contact centre or operations environments
- Familiarity with CRM systems and telephony platforms
- Experience working with UK-based customers or teams is a plus
Join a fast-growing global business supporting one of the UK's leading mobility companies and take the next step in your leadership career.
Pay: Up to ₹1,000,000.00 per year
Benefits:
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Experience:
- Team Leader experience in International Voice Process.: 1 year (Required)
Work Location: In person
