Job Description Job Title: Team Leader E-Commerce Process
n Location: Electronic City, Bangalore.
n Salary: Up to 5 LPA
n Shift: Between 9AM to 9PM.
n Working Days: 6 Days a Week
n Joining: Immediate Joiners Preferred,
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n Job Summary
n We 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 robust knowledge of KPI/KRI management, people management, and operational excellence.
n Key Responsibilities
n Manage a team of Customer Support Executives and ensure daily operational targets are achieved.
n Monitor and drive team performance against defined KPIs such as Productivity, Quality, Attendance, AHT, CSAT, and SLA adherence.
n Track and mitigate KRIs to ensure business continuity and operational efficiency.
n Conduct regular team huddles, coaching sessions, and performance reviews.
n Develop action plans to improve team performance and customer experience.
n Handle escalations and ensure timely resolution of customer issues.
n Prepare and share daily, weekly, and monthly performance reports.
n Ensure adherence to company policies, processes, and compliance requirements.
n Motivate, mentor,



and engage team members to improve retention and productivity.
n Collaborate with cross-functional stakeholders to drive process improvements.
n Eligibility Criteria
n Minimum 1 year of experience as a Team Leader in BPO/Customer Service/E-Commerce operations.
n Strong understanding of KPIs, KRIs, Shrinkage & Attrition Management, Rostering, CSAT, AHT, People Management Skills. SLA management, and performance metrics.
n Proven experience in people management, coaching, and team handling.
n Excellent communication and stakeholder management skills.
n Strong analytical and problem-solving abilities.
n Comfortable working in a fast-paced customer-centric environment.
n Preferred Skills
n Team Management
n Performance Management
n Customer Experience Management
n KPI & KRI Monitoring
n Reporting & MIS
n Coaching & Mentoring
n Escalation Handling
n Process Improvement
n Compensation: Up to ₹5 LPA
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n Notice Period: Immediate Joiners Preferred / Early Joiners Advantage
n Interested candidates can share their updated resume for further assessment.
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n For more information reach out to HR - Yamanur K
n (phone hidden)
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