Team Lead

TP · Karnataka, India

Job Title: Team Leader - E-Commerce Process

Location: Bangalore

Salary: Up to 4.5 LPA

Shift: Day Shift

Working Days: 6 Days a Week

Joining: Immediate Joiners Preferred

Job Summary

We are looking for an experienced Team Leader to manage and drive the performance of an E-Commerce customer service team. The ideal candidate should have a minimum of 1 year of experience as a Team Leader, with strong knowledge of KPI/KRI management, people management, and operational excellence.

Key Responsibilities

• Manage a team of Customer Support Executives and ensure daily operational targets are achieved.
• Monitor and drive team performance against defined KPIs such as Productivity, Quality, Attendance, AHT, CSAT, and SLA adherence.
• Track and mitigate KRIs to ensure business continuity and operational efficiency.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Develop action plans to improve team performance and customer experience.
• Handle escalations and ensure timely resolution of customer issues.
• Prepare and share daily, weekly, and monthly performance reports.
• Ensure adherence to company policies, processes, and compliance requirements.
• Motivate, mentor, and engage team members to improve retention and productivity.
• Collaborate with cross-functional stakeholders to drive process improvements.

Eligibility Criteria

• Minimum 1 year of experience as a Team Leader in BPO/Customer Service/E-Commerce operations.
• Strong understanding of KPIs, KRIs, SLA management, and performance metrics.
• Proven experience in people management, coaching, and team handling.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Comfortable working in a fast-paced customer-centric environment.

Preferred Skills

• Team Management
• Performance Management
• Customer Experience Management
• KPI & KRI Monitoring
• Reporting & MIS
• Coaching & Mentoring
• Escalation Handling
• Process Improvement

Compensation: Up to 4.5 LPA

Work Location: Bangalore

Shift: Day Shift

Notice Period: Immediate Joiners Preferred / Early Joiners Advantage

Interested candidates can share their updated resume for further assessment.

for more information reach out to HR - Neha