We are seeking a dynamic and experienced Team Leader to manage our E-commerce Process team in Mohali. The ideal candidate should have strong leadership skills, excellent communication in Marathi, and a background in BPO operations. The Team Leader will oversee daily team performance, ensure quality standards are met, and drive customer satisfaction.
Key Responsibilities
Lead, motivate, and manage a team of associates handling e-commerce customer queries in Marathi.
Ensure team meets or exceeds KPIs related to quality, productivity, and customer satisfaction.
Monitor team performance, analyze reports, and implement corrective actions to improve efficiency.
Conduct regular coaching sessions and performance reviews.
Maintain high levels of team engagement and morale.
Collaborate with other departments to resolve escalations and improve processes.
Ensure compliance with organizational policies and procedures.
Prepare and submit performance reports to senior management.
Drive process improvements and support the implementation of recent initiatives.
Candidate Requirements
Proven experience as a Team Leader in BPO, preferably in e-commerce or related processes.
Fluency in Marathi (both spoken and written).
Strong leadership and interpersonal skills.
Positive understanding of KPIs such as AHT, FCR, CSAT, and adherence.
Ability to handle escalations and resolve conflicts effectively.
Basic knowledge of MS Office and reporting tools.
Willingness to work in rotational shifts.
KPIs (Key Performance Indicators)
Quality Score (CSAT): Achieve and maintain a minimum of 85%
Average Handling Time (AHT): Adhere to the specified AHT targets
First Call Resolution (FCR): Achieve a minimum of 80%
Adherence to Schedule: 95% adherence to shift timings
Team Productivity: Meet daily/weekly/monthly productivity targets