Hiring for a WFH opportunity for Team Lead Client Operations

Job Description:

Team Management & Leadership

• Lead, mentor, and manage a team of Client Operations Executives.

• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Monitor team productivity, attendance, and adherence to schedules.

• Foster a collaborative and positive team environment that promotes accountability and continuous improvement.

Operational Excellence

• Ensure the team consistently meets service level agreements (SLAs) including response time, resolution time, customer satisfaction, productivity, and quality metrics.

• Monitor real-time queues and workload distribution to maintain optimal service levels.
• Handle complex or escalated customer cases and provide timely resolution.

• Ensure adherence to client-specific protocols, SOPs, and compliance standards.

Quality & Performance Management

• Track individual and team performance metrics and identify improvement opportunities.

• Conduct quality audits and calibrations to maintain service standards.
• Drive improvements in customer satisfaction, response time, and resolution quality.

• Develop action plans for underperforming team members.

Process Improvement & Collaboration

• Identify recurring issues, process gaps, and operational inefficiencies.

• Work with internal teams (support, product, logistics, etc.) to resolve systemic problems.

• Recommend and implement process improvements to enhance efficiency and customer experience.

Reporting & Communication

• Prepare and present performance reports, insights, and operational updates to management.

• Communicate operational challenges to relevant stakeholders.
• Facilitate team meetings, knowledge sessions, and training programs.

Skills & Competencies:

• Excellent written English and professional email etiquette.
• Ability and flair of collaborating with team members and with internal teams.
• Ability to lead and manage a team working remotely.
• Clear, confident verbal communication skills.
• Empathetic approach with a focus on clarity and appropriate tone.
• Strong attention to detail and problem-solving skills.
• Ability to prioritize and manage multiple conversations effectively.
• Collaborative mindset and proactive team player.
• Proficiency with CRM systems and ticketing workflows.
• Commitment to delivering a world-class customer experience.

Qualifications & Experience:

• Education: Bachelor’s degree from a recognized institution
• Experience: 4 years in client servicing or customer support in email or chat-based roles, including leadership experience of minimum 2 years
• Industry Preference: Experience in B2B support and SaaS customer environments is a plus

Shift & Work Schedule

• Shift Timings: 6:30 AM to 7:00 PM IST (12.5-hour shift including half an hour break)
• Working days: Sat, Sun, Mon, Tue (Alternate tuesday work from office)
• Weekly Offs: Wed, Thu, and Fri
• Additional Benefits: PF, insurance, leaves
• Communication skills : Should be excellent