Hiring for: EOS Globe
Location: Mohali / Chandigarh Tricity
Industry: BPO / Customer Experience
Process: Domestic Customer Service - Pharmacy / Healthcare Brand
Experience: 2-4 Years
Salary: ₹30,000-₹40,000 per month, depending on experience
Employment Type: Full-Time
Joining: Immediate Joiners Preferred

Job Summary

EOS Globe is looking for an experienced and result-oriented Team Leader - Operations to manage a team supporting a leading pharmacy brand.

Key Responsibilities
- Manage and motivate a team of Customer Care Executives handling pharmacy/customer support interactions.
- Drive daily, weekly and monthly performance against defined operational KPIs.
- Monitor AHT, productivity, service level, adherence, quality, CSAT and attendance.
- Conduct daily huddles, performance reviews and one-to-one coaching sessions.
- Analyze team performance data and identify gaps and improvement opportunities.
- Prepare and review daily/weekly/monthly MIS and performance dashboards.
- Conduct call/chat audits and provide structured feedback to team members.
- Work closely with QA,



Training and Operations teams to improve performance.
- Handle customer escalations and ensure timely resolution.
- Ensure adherence to process SOPs, quality standards and client requirements.
- Track absenteeism, shrinkage and attrition and take corrective actions.
- Identify training and coaching requirements based on performance trends.
- Maintain team discipline and ensure compliance with company and client policies.
- Graduate preferred.
- 2-4 years of experience in BPO/customer service operations, with at least 1 year as a Team Leader.
- Experience in domestic voice/customer service preferred.
- Experience in pharmacy, healthcare, e-commerce or retail customer support will be an advantage.
- Excellent verbal and written English communication skills - mandatory.:
- Strong analytical and problem-solving skills.
- Good knowledge of BPO operational metrics and dashboards.
- Robust MS Excel/Google Sh

📌 Team Leader (Sahibzada Ajit Singh Nagar)
🏢 For EOS Globe
📍 Sahibzada Ajit Singh Nagar