Job Description

Job Title: Team Leader – E-Commerce Process

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Location: Bangalore

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Salary: Up to ₹4.5 LPA

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Shift: Day Shift

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Working Days: 6 Days a Week

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Joining: Immediate Joiners Preferred

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Job Summary

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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.

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Key Responsibilities

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- Manage a team of Customer Support Executives and ensure daily operational targets are achieved.
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- Monitor and drive team performance against defined KPIs such as Productivity, Quality, Attendance, AHT, CSAT, and SLA adherence.
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- Track and mitigate KRIs to ensure business continuity and operational efficiency.
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- Conduct regular team huddles, coaching sessions, and performance reviews.
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- Develop action plans to improve team performance and customer experience.
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- Handle escalations and ensure timely resolution of customer issues.
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- Prepare and share daily, weekly, and monthly performance reports.
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- Ensure adherence to company policies, processes, and compliance requirements.
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- Motivate, mentor,



and engage team members to improve retention and productivity.
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- Collaborate with cross-functional stakeholders to drive process improvements.
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Eligibility Criteria

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- Minimum 1 year of experience as a Team Leader in BPO/Customer Service/E-Commerce operations.
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- Strong understanding of KPIs, KRIs, SLA management, and performance metrics.
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- Proven experience in people management, coaching, and team handling.
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- Excellent communication and stakeholder management skills.
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- Strong analytical and problem-solving abilities.
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- Comfortable working in a rapid-paced customer-centric environment.
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Preferred Skills

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- Team Management
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- Performance Management
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- Customer Experience Management
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- KPI & KRI Monitoring
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- Reporting & MIS
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- Coaching & Mentoring
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- Escalation Handling
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- Process Improvement
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Compensation: Up to ₹4.5 LPA

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Work Location: Bangalore

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Shift: Day Shift

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Notice Period: Immediate Joiners Preferred / Early Joiners Advantage

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Interested candidates can share their updated resume for further assessment.

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for more information reach out to HR - Neha

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(phone hidden)

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[email protected]

📌 Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru