Job Description – Operations– Team Leader

Job Summary

The ideal candidate should have more than 6 years of overall experience in customer service operations, including at least 2 years of experience in an international voice or blended process.

The candidate will be responsible for managing team performance, ensuring excellent customer experience, meeting operational targets, and coaching team members to achieve business objectives.

Key Responsibilities

- Lead, manage, and motivate a team of customer support executives handling international voice or blended processes.
- Monitor daily operations and ensure achievement of key performance indicators (KPIs) and service-level agreements (SLAs).
- Track performance metrics such as customer satisfaction (CSAT), quality scores, average handling time (AHT), attendance, productivity, and service levels.
- Conduct regular team briefings, performance reviews, coaching sessions, and feedback discussions.
- Handle escalations and ensure timely resolution of complex customer queries.
- Identify performance gaps and implement action plans to improve team productivity and service quality.




- Ensure adherence to company policies, client guidelines, compliance standards, and process requirements.
- Prepare and maintain daily, weekly, and monthly operational reports.
- Coordinate with quality, training, workforce management, and other support teams to ensure smooth operations.
- Drive employee engagement, attendance management, retention, and continuous process improvement.

Eligibility Criteria

- Overall experience: More than 3 to 4 years in customer service.
- Relevant experience: Minimum 2 years of Team lead experience in an international customer support voice or blended process.
- Previous experience as a Team Leader or in a similar leadership role is preferred.
- Strong team management, communication, coaching, and problem-solving skills.
- Good understanding of operational metrics, SLA management, quality standards, and customer satisfaction.
- Ability to work in a target-driven and fast-paced workplace.

Pay: ₹850,000.00 - ₹900,000.00 per year

Work Location: In person

📌 Team Lead (Perungalathur)
🏢 Realply Industries (P
📍 Perungalathur