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We are hiring Team Lead Operations for E-commerce Process

Location: Nagpur

Role Summary:-

The role of Team Lead is pivotal in managing 2nd level escalated calls, focusing on driving Net Promoter Score (NPS) and critical call parameters such as Average Handling Time (AHT) and quality scores. This position is essential in ensuring qualitative performance effectiveness and providing a superior customer experience for the Customer Connect Team. The incumbent will be responsible for coaching Customer Service Associates (CSAs) on areas for improvement in product knowledge, processes, soft skills, and communication.

Additionally, the role involves conducting analyses and spearheading initiatives to enhance team efficiency.

Key Responsibilities:-

1. Handle 2nd level escalated calls with expertise and efficiency, ensuring swift resolution while maintaining a high level of customer satisfaction.
2. Monitor and drive critical call parameters, including Net Promoter Score (NPS), Average Handling Time (AHT), and quality scores, to ensure continuous improvement in service delivery.
3. Provide regular coaching and feedback to assigned Customer Service Associates (CSAs) on their performance, focusing on areas such as product knowledge, process adherence,



and communication skills.
4. Conduct thorough analyses of team performance metrics to identify trends, areas for improvement, and opportunities for further training and development.
5. Initiate and lead team projects aimed at improving efficiency and effectiveness, fostering a culture of continuous improvement within the team.
6. Ensure compliance with company policies and procedures, maintaining a high standard of service delivery and operational excellence.
7. Collaborate with other departments and stakeholders to resolve complex issues and enhance the overall customer experience.
8. Develop and implement strategies to enhance customer satisfaction and loyalty, leveraging feedback and data-driven insights.

Criteria:-

1. Graduate is mandatory.
2. Minimum 1 year experience as Team Lead on paper into Customer Service Inbound.

Shift: 24x7 rotational Week Off: 5 days working (Rotational Off)

If the above skill set aligns with your current experience, please share your updated resume at [email protected] or connect with me at (phone hidden) for a detailed discussion on the role.

Apply on Kit Job: kitjob.in/job/4jhofw

📌 Operations Team Lead _ Nagpur
🏢 Hexaware Technologies
📍 Nagpur