Hiring for : EOS Globe Location : Mohali / Chandigarh Tricity Industry : BPO / Customer Experience Process : Domestic Customer Service - Pharmacy / Healthcare Brand Experience : 2-4 Years Salary : ₹30,000-₹40,000 per month, depending on experience Employment Type : Full-Time Joining : Immediate Joiners Preferred

Job Summary

EOS Globe is looking for an experienced and result-oriented Team Leader - Operations to manage a team supporting a leading pharmacy brand .

Key Responsibilities

- Manage and motivate a team of Customer Care Executives handling pharmacy/customer support interactions.

- Drive daily, weekly and monthly performance against defined operational KPIs.

- Monitor AHT, productivity, service level, adherence, quality, CSAT and attendance .

- Conduct daily huddles, performance reviews and one-to-one coaching sessions.

- Analyze team performance data and identify gaps and improvement opportunities.

- Prepare and review daily/weekly/monthly MIS and performance dashboards.

- Conduct call/chat audits and provide structured feedback to team members.

- Work closely with QA, Training and Operations teams to improve performance.

- Handle customer escalations and ensure timely resolution.

- Ensure adherence to process SOPs, quality standards and client requirements.

- Track absenteeism, shrinkage and attrition and take corrective actions.

- Identify training and coaching requirements based on performance trends.





- Maintain team discipline and ensure compliance with company and client policies.

- Graduate preferred.

- 2-4 years of experience in BPO/customer service operations , with at least 1 year as a Team Leader.

- Experience in domestic voice/customer service preferred.

- Experience in pharmacy, healthcare, e-commerce or retail customer support will be an advantage.

- Excellent verbal and written English communication skills - mandatory. :

- Strong analytical and problem-solving skills .

- Positive knowledge of BPO operational metrics and dashboards.

- Strong MS Excel/Google Sheets skills.

- Ability to analyze data and implement performance improvement plans.

- Strong leadership, coaching and people-management skills.

- Customer-focused with a strong sense of ownership.

- Comfortable working in rotational shifts, if required.

Key Performance Indicators

- Service Level
- AHT / Productivity
- Quality Score
- CSAT / Customer Experience
- Attendance & Adherence
- Shrinkage
- Attrition
- Team Target Achievement
- Escalation Resolution
- Process Compliance

We are looking for a hands-on Team Leader who can manage people as well as numbers—someone who can analyze performance data, identify root causes, coach the team and consistently improve operational results.

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Team Leader - Operations (Sahibzada Ajit Singh Nagar)
🏢 For EOS Globe
📍 Sahibzada Ajit Singh Nagar