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.

The ideal candidate should have excellent English communication skills, strong analytical ability and hands-on experience in domestic BPO/customer service operations. The candidate will be responsible for team performance, customer experience, quality, productivity and achievement of operational KPIs.

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.

Candidate Requirements
- 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.
- Strong MS Excel/Google Sheets skills.
- Ability to analyze data and implement performance improvement plans.
- Solid leadership, coaching and people-management skills.
- Customer-focused with a strong sense of ownership.
- Comfortable working in rotational shifts, if required.

Key Performance Indicators
- Service Level
- AHT / Productivity
- Quality Score
- CSAT / Customer Experience
- Attendance & Adherence
- Shrinkage
- Attrition
- Team Target Achievement
- Escalation Resolution
- Process Compliance

Ideal Candidate We are looking for a hands-on Team Leader who can manage people as well as numbers—someone who can analyze performance data, identify root causes, coach the team and consistently improve operational results.

Send your CV: [email protected]

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

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