Team Leader – Operations Location: Mumbai (Thane)
Experience: 3+ Years
CTC: 7.8 LPA
Working Days: 5 Days a Week
Shift: 24×7 Rotational Shifts
Employment Type: Full-Time About the Role We are looking for an experienced Team Leader – Operations to manage and supervise a team of customer service/call center associates. The role will be responsible for driving team performance, ensuring service quality, handling escalations, and achieving defined operational KPIs. Key Responsibilities Manage the day-to-day operations of a team, including attendance, productivity, performance, and adherence. Monitor team performance against KPIs, SLAs, quality, productivity, and customer satisfaction targets. Coach and mentor team members regularly to improve performance and achieve operational targets. Identify performance gaps and implement appropriate action plans and corrective measures. Handle escalated customer queries/calls and support the team in resolving complex issues. Conduct regular team huddles and meetings to communicate updates, expectations, and process changes.



Ensure compliance with organizational policies, processes, and service standards. Motivate the team and maintain a positive, customer-focused work environment. Key Skills & Competencies Team Leadership & People Management Contact Center / Customer Service Operations KPI, SLA & Performance Management Coaching & Mentoring Escalation & Problem Resolution Strong Communication Skills Eligibility Minimum 3+ years of relevant experience in customer service, BPO, call center, or contact center operations. Prior experience in a Team Leader / Team Handling role will be preferred. Positive understanding of operational KPIs, SLAs, quality, and productivity metrics. Excellent communication and people-management skills. Comfortable working in a 24×7 rotational shift environment. Compensation & Work Schedule CTC: 7.8 LPA
Location: Mumbai (Thane)
Working Days: 5 Days a Week
Shift: 24×7 Rotational Shifts

📌 Team Leader Operations (Thane)
🏢 JOBADDA TECHNOLOGY
📍 Thane