Job Description

Job Title: Team Leader E-Commerce Process

n

Location: Electronic City, Bangalore.

n

Salary: Up to 5 LPA

n

Shift: Between 9AM to 9PM.

n

Working Days: 6 Days a Week

n

Joining: Immediate Joiners Preferred,

n

n

Job Summary

n

We are looking for an experienced Team Leader to manage and drive the performance of an E-Commerce customer service team. The ideal candidate should have a minimum of 1 year of experience as a Team Leader, with strong knowledge of KPI/KRI management, people management, and operational excellence.

n

Key Responsibilities

n

Manage a team of Customer Support Executives and ensure daily operational targets are achieved.

n

Monitor and drive team performance against defined KPIs such as Productivity, Quality, Attendance, AHT, CSAT, and SLA adherence.

n

Track and mitigate KRIs to ensure business continuity and operational efficiency.

n

Conduct regular team huddles, coaching sessions, and performance reviews.

n

Develop action plans to improve team performance and customer experience.

n

Handle escalations and ensure timely resolution of customer issues.

n

Prepare and share daily, weekly, and monthly performance reports.

n

Ensure adherence to company policies, processes, and compliance requirements.

n

Motivate, mentor,



and engage team members to improve retention and productivity.

n

Collaborate with cross-functional stakeholders to drive process improvements.

n

Eligibility Criteria

n

Minimum 1 year of experience as a Team Leader in BPO/Customer Service/E-Commerce operations.

n

Strong understanding of KPIs, KRIs, Shrinkage & Attrition Management, Rostering, CSAT, AHT, People Management Skills. SLA management, and performance metrics.

n

Proven experience in people management, coaching, and team handling.

n

Excellent communication and stakeholder management skills.

n

Strong analytical and problem-solving abilities.

n

Comfortable working in a rapid-paced customer-centric environment.

n

Preferred Skills

n

Team Management

n

Performance Management

n

Customer Experience Management

n

KPI & KRI Monitoring

n

Reporting & MIS

n

Coaching & Mentoring

n

Escalation Handling

n

Process Improvement

n

Compensation: Up to ₹5 LPA

n

n

Notice Period: Immediate Joiners Preferred / Early Joiners Advantage

n

Interested candidates can share their updated resume for further assessment.

n

n

For more information reach out to HR - Yamanur K

n

(phone hidden)

n

[email protected]

📌 Operations Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru