Job Title: Team Leader Operations (Blended Process)

Company: iEnergizer Gurugram

Salary: 45,000 CTC per month

Work Schedule: 6 days a week

Shift: 24x7 rotational shifts

Process Type: Blended (Voice + Non-Voice / Chat / Email)

Job Location

iEnergizer
Plot 512513, Udyog Vihar Phase 3, Sector 19, Gurugram, Haryana

HR Contact

Sweta(HR)
(phone hidden)

Sheetal (HR)

(phone hidden)

Job Summary

The Team Leader Operations will be responsible for managing a team in a blended BPO process, ensuring performance delivery across voice and non-voice channels while maintaining SLAs, quality standards, and customer satisfaction in a 24x7 environment.

Key Responsibilities

Team Management

- Lead and manage a team of customer service executives
- Handle scheduling, attendance, and shift management
- Conduct coaching sessions and daily huddles

Operations Management

- Oversee blended process operations (voice + chat + email)
- Manage real-time queues and workload distribution




- Handle escalations and complex customer cases

Performance Management

- Track KPIs such as AHT, FCR, CSAT, SLA adherence
- Drive productivity and quality improvements
- Implement performance improvement plans when needed

Reporting & Quality

- Prepare daily/weekly/monthly reports
- Ensure process compliance and quality adherence
- Work with QA and operations managers for improvements

Required Skills

- 13 years experience as TL in BPO (blended process preferred)
- Robust communication skills in English
- Leadership and team handling experience
- Comfortable with 24x7 rotational shifts
- Able to work 6 days a week

Work Conditions

- No company transport provided
- Rotational shifts including nights
- High-performance, KPI-driven environment

📌 Walk-in || Ienergizer Gurgaon is Hiring TL in Operations Team, Salary - 45K (Gurugram)
🏢 iEnergizer
📍 Gurugram