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 workplace, 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 compl

📌 Team Leader – Bilingual Client Services (Pune City)
🏢 ADP
📍 Pune City