Job Title: Team Leader Operations (Blended Process)

Company: iEnergizer Gurugram

Salary: 45,000 CTC per month

Work Schedule: 6 days a week

Shift: 24x7 rotational shifts

Process Type: Blended (Voice + Non-Voice / Chat / Email)

Job Location

iEnergizer
Plot 512513, Udyog Vihar Phase 3, Sector 19, Gurugram, Haryana

HR Contact

Sweta(HR)
(phone hidden)

Job Summary

The Team Leader Operations will be responsible for managing a team in a blended BPO process, ensuring performance delivery across voice and non-voice channels while maintaining SLAs, quality standards, and customer satisfaction in a 24x7 environment.

Key Responsibilities

Team Management

- Lead and manage a team of customer service executives
- Handle scheduling, attendance, and shift management
- Conduct coaching sessions and daily huddles

Operations Management

- Oversee blended process operations (voice + chat + email)
- Manage real-time queues and workload distribution




- Handle escalations and complex customer cases

Performance Management

- Track KPIs such as AHT, FCR, CSAT, SLA adherence
- Drive productivity and quality improvements
- Implement performance improvement plans when needed

Reporting & Quality

- Prepare daily/weekly/monthly reports
- Ensure process compliance and quality adherence
- Work with QA and operations managers for improvements

Required Skills

- 13 years experience as TL in BPO (blended process preferred)
- Robust communication skills in English
- Leadership and team handling experience
- Comfortable with 24x7 rotational shifts
- Able to work 6 days a week

Work Conditions

- No company transport provided
- Rotational shifts including nights
- High-performance, KPI-driven environment

📌 Walk-in || Ienergizer Gurgaon is Hiring TL in Operations Team, Salary - 45K (Gurugram)
🏢 iEnergizer
📍 Gurugram