Job Title - Team Leader – Bilingual Client Services (English & French)

Location: Pune/ Hybrid

Department: Customer Operations / Client Services

Position Summary

We are seeking an experienced and results-oriented Team Leader with English and French language proficiency to lead a team of bilingual Client Service Representatives supporting customers through Chat and Inbound Voice channels. The Team Leader will be responsible for driving operational excellence, ensuring service quality, achieving performance metrics, coaching team members, and delivering exceptional customer experiences across multiple client programs.

The ideal candidate will possess strong people management skills, operational expertise within a contact center environment, and the ability to communicate effectively in both English and French.

Key Responsibilities

Team Leadership & People Management

- Lead, coach, and motivate a team of bilingual client service representatives handling chat and inbound customer interactions.
- Conduct regular one-on-one meetings, team huddles, coaching, and performance reviews.
- Build a high-performance culture focused on customer satisfaction, accountability, and continuous improvement.
- Manage employee engagement, development plans, and career progression.
- Support recruitment, onboarding, training, and talent retention initiatives.

Operations Management

- Monitor daily operational performance to ensure achievement of service levels and business KPIs.
- Manage staffing, scheduling adherence, and productivity targets.
- Ensure seamless service delivery across chat and voice support channels.
- Handle real-time escalations and provide timely resolutions.




- Coordinate with Workforce Management and Operations teams to optimize resource utilization.

Quality & Customer Experience

- Drive customer satisfaction and service excellence through effective coaching and feedback.
- Review quality evaluations, identify trends, and implement action plans.
- Ensure compliance with client policies, procedures, and service standards.
- Monitor customer interactions to maintain quality, professionalism, and regulatory compliance.

Performance Management

- Track and analyze performance metrics including:
- NPS/CSAT (Customer Satisfaction)
- Quality Scores
- Service Level Achievement
- AHT (Average Handle Time)
- Productivity
- Attendance & Adherence
- First Contact Resolution (FCR)
- Develop and execute performance improvement plans when required.
- Prepare and present operational reports to management.

Stakeholder Management

- Serve as a key point of contact between operations management and frontline teams.
- Collaborate with Training, Quality, Workforce Management, HR, and Client stakeholders.
- Participate in client reviews and business meetings as required.

Required Qualifications

- Bachelor's Degree or equivalent experience.
- Minimum 5-6 years of experience in a Contact Center/BPO/Customer Service environment.




- Minimum 3 years of people management or Team Leader experience.
- Experience managing teams supporting Chat and Inbound Voice processes.
- Robust understanding of contact center metrics and operational management.

Language Requirements

- Advanced to Fluent proficiency in English (written and verbal)
- Advanced to Fluent proficiency in French (written and verbal)

Preferred

- Experience supporting French-speaking customers or markets (France, Canada, Belgium, Switzerland, etc.)

Key Competencies

- Leadership and Team Development
- Coaching and Mentoring
- Customer Service Excellence
- Conflict Resolution
- Performance Management
- Analytical and Problem-Solving Skills
- Stakeholder Management
- Effective Communication
- Decision-Making
- Multitasking in a Fast-Paced Environment

Technical Skills

- Contact Center Platforms (Genesys, Cisco, NICE, Avaya, etc.)
- CRM Tools (Salesforce, Dynamics, Zendesk, ServiceNow, etc.)
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Reporting and Dashboard Analysis

Preferred Candidate Profile

- Strong bilingual communication skills in English and French.
- Demonstrated ability to lead multicultural teams.
- Experience in customer support, client services, or contact center operations.
- Proven track record of achieving operational KPIs while maintaining high employee engagement and customer satisfaction.
- Flexible to support shifts aligned with international customer requirements.

Equal Prospect Statement: We are committed to creating an inclusive workplace and welcome applications from diverse backgrounds and experiences.

📌 Team Leader – Bilingual Client Services (English & French) (Pune)
🏢 ADP
📍 Pune