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

Pune/ HybridDepartment:

Customer Operations / Client Services

Position SummaryWe 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 ResponsibilitiesTeam Leadership & People ManagementLead, 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 ManagementMonitor 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 ExperienceDrive 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 ManagementTrack and analyze performance metrics including:NPS/CSAT (Customer Satisfaction)Quality ScoresService Level AchievementAHT (Average Handle Time)ProductivityAttendance & AdherenceFirst Contact Resolution (FCR)Develop and execute performance improvement plans when required.Prepare and present operational reports to management.Stakeholder ManagementServe 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 QualificationsBachelor'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 .Strong understanding of contact center metrics and operational management.

Language RequirementsAdvanced to Fluent proficiency in

English (written and verbal)Advanced to Fluent proficiency in

French (written and verbal)PreferredExperience supporting French-speaking customers or markets (France, Canada, Belgium, Switzerland, etc.)

Key CompetenciesLeadership and Team DevelopmentCoaching and MentoringCustomer Service ExcellenceConflict ResolutionPerformance ManagementAnalytical and Problem-Solving SkillsStakeholder ManagementEffective CommunicationDecision-MakingMultitasking in a Fast-Paced Workplace

Technical SkillsContact 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 ProfileStrong 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 Opportunity Statement:

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

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