Job Description Job Title - Team Leader – Bilingual Client Services (English & French)
n Location: Pune/ Hybrid
n Department: Customer Operations / Client Services
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n Position Summary
n 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.
n 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.
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n Key Responsibilities
n Team Leadership & People Management
n n Lead, coach, and motivate a team of bilingual client service representatives handling chat and inbound customer interactions.
n Conduct regular one-on-one meetings, team huddles, coaching, and performance reviews.
n Build a high-performance culture focused on customer satisfaction, accountability, and continuous improvement.
n Manage employee engagement, development plans, and career progression.
n Support recruitment, onboarding, training, and talent retention initiatives.
n n Operations Management
n n Monitor daily operational performance to ensure achievement of service levels and business KPIs.
n Manage staffing, scheduling adherence, and productivity targets.
n Ensure seamless service delivery across chat and voice support channels.
n Handle real-time escalations and provide timely resolutions.




n Coordinate with Workforce Management and Operations teams to optimize resource utilization.
n n Quality & Customer Experience
n n Drive customer satisfaction and service excellence through effective coaching and feedback.
n Review quality evaluations, identify trends, and implement action plans.
n Ensure compliance with client policies, procedures, and service standards.
n Monitor customer interactions to maintain quality, professionalism, and regulatory compliance.
n n Performance Management
n n Track and analyze performance metrics including:
n NPS/CSAT (Customer Satisfaction)
n Quality Scores
n Service Level Achievement
n AHT (Average Handle Time)
n Productivity
n Attendance & Adherence
n First Contact Resolution (FCR)
n Develop and execute performance improvement plans when required.
n Prepare and present operational reports to management.
n n Stakeholder Management
n n Serve as a key point of contact between operations management and frontline teams.
n Collaborate with Training, Quality, Workforce Management, HR, and Client stakeholders.
n Participate in client reviews and business meetings as required.
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n Required Qualifications
n n Bachelor's Degree or equivalent experience.
n Minimum 5-6 years of experience in a Contact Center/BPO/Customer Service environment .




n Minimum 3 years of people management or Team Leader experience .
n Experience managing teams supporting Chat and Inbound Voice processes .
n Solid understanding of contact center metrics and operational management.
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n Language Requirements
n n Advanced to Fluent proficiency in English (written and verbal)
n Advanced to Fluent proficiency in French (written and verbal)
n n Preferred
n n Experience supporting French-speaking customers or markets (France, Canada, Belgium, Switzerland, etc.)
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n Key Competencies
n n Leadership and Team Development
n Coaching and Mentoring
n Customer Service Excellence
n Conflict Resolution
n Performance Management
n Analytical and Problem-Solving Skills
n Stakeholder Management
n Effective Communication
n Decision-Making
n Multitasking in a Fast-Paced Environment
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n Technical Skills
n n Contact Center Platforms (Genesys, Cisco, NICE, Avaya, etc.)
n CRM Tools (Salesforce, Dynamics, Zendesk, ServiceNow, etc.)
n Microsoft Office Suite (Excel, Word, PowerPoint)
n Reporting and Dashboard Analysis
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n Preferred Candidate Profile
n n Strong bilingual communication skills in English and French.
n Demonstrated ability to lead multicultural teams.
n Experience in customer support, client services, or contact center operations.
n Proven track record of achieving operational KPIs while maintaining high employee engagement and customer satisfaction.
n Adaptable to support shifts aligned with international customer requirements.
n n Equal Opportunity Statement: We are committed to creating an inclusive workplace and welcome applications from diverse backgrounds and experiences.
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📌 Team Leader - Bilingual Client Services (English & French) (Pune)
🏢 ADP
📍 Pune