Job DescriptionJob Title: Team Leader E-Commerce Process
nLocation: Electronic City, Bangalore.
nSalary: Up to 5 LPA
nShift: Between 9AM to 9PM.
nWorking Days: 6 Days a Week
nJoining: Immediate Joiners Preferred,
nJob Summary
nWe are looking for an experienced Team Leader to manage and drive the performance of an E-Commerce customer service team. The ideal candidate should have a minimum of 1 year of experience as a Team Leader, with solid knowledge of KPI/KRI management, people management, and operational excellence.
nKey Responsibilities
nManage a team of Customer Support Executives and ensure daily operational targets are achieved.
nMonitor and drive team performance against defined KPIs such as Productivity, Quality, Attendance, AHT, CSAT, and SLA adherence.
nTrack and mitigate KRIs to ensure business continuity and operational efficiency.
nConduct regular team huddles, coaching sessions, and performance reviews.
nDevelop action plans to improve team performance and customer experience.
nHandle escalations and ensure timely resolution of customer issues.




nPrepare and share daily, weekly, and monthly performance reports.
nEnsure adherence to company policies, processes, and compliance requirements.
nMotivate, mentor, and engage team members to improve retention and productivity.
nCollaborate with cross-functional stakeholders to drive process improvements.
nEligibility Criteria
nMinimum 1 year of experience as a Team Leader in BPO/Customer Service/E-Commerce operations.
nStrong understanding of KPIs, KRIs, Shrinkage & Attrition Management, Rostering, CSAT, AHT, People Management Skills. SLA management, and performance metrics.
nProven experience in people management, coaching, and team handling.
nExcellent communication and stakeholder management skills.
nStrong analytical and problem-solving abilities.
nComfortable working in a fast-paced customer-centric environment.
nPreferred Skills
nTeam Management
nPerformance Management
nCusto

📌 Operations Team Lead (Karnataka)
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