Role & responsibilities

Job Summary

We are looking for a results-oriented Team Lead Operations to lead a customer service team, drive operational performance, achieve business targets, and ensure an excellent customer experience. The role requires strong people-management, coaching, and performance-management skills.

Key Responsibilities

- Lead and manage the team to achieve operational, productivity, quality, and business targets.
- Monitor and improve key metrics including CSAT, SLA, AHT, Quality, Adherence, Shrinkage, and Attrition.
- Drive upselling and cross-selling initiatives and ensure achievement of assigned upselling targets.
- Handle customer service queries, escalations, and complex customer concerns effectively.
- Conduct regular team huddles, one-on-one sessions, coaching, and performance reviews.
- Identify performance gaps and implement appropriate coaching and improvement plans.
- Motivate, engage, and retain team members while maintaining a positive work environment.
- Ensure adherence to company policies, processes, quality standards, and compliance requirements.
- Monitor attendance and schedule adherence and take appropriate action to control shrinkage.
- Analyze daily/weekly performance reports and take corrective actions to achieve targets.




- Collaborate with Quality, Training, WFM, HR, and Operations teams to ensure smooth business operations.
- Drive a target-oriented and customer-centric culture within the team.

Key Performance Indicators (KPIs) CSAT | SLA | AHT | Quality | Adherence | Shrinkage | Attrition | Productivity | Upselling Targets

Required Qualifications & Experience

- Minimum Bachelor's Degree in any discipline.
- Minimum 1 year of proven Team Lead experience, with the Team Lead designation reflected in official employment records.
- Prior experience in Customer Service / Contact Center / BPO / Operations is preferred.
- Strong communication, leadership, coaching, and people-management skills.
- Ability to work in a target-driven and fast-paced environment.
- Robust analytical, problem-solving, and decision-making skills.
- Willingness to work in rotational shifts, including weekends, based on business requirements.

Ideal Candidate A people-focused and target-driven leader who can effectively manage customer service operations, coach teams, improve performance metrics, drive upselling results, and deliver a consistently high-quality customer experience.

📌 Team Lead Operations (Bengaluru)
🏢 Naukri e-Hire
📍 Bengaluru