Transforming Customer Experiences as a Seasoned Team Lead

5 days ago

Bengaluru, Karnataka, India beBeeTeam Full time ₹ 17,83,904 - ₹ 21,99,835

Transform your career by joining our team as a seasoned Team Lead in Contact Center Operations.

We're redefining convenience by seamlessly integrating physical stores with digital offerings. Our mission is to deliver top-notch customer experiences and solutions in a rapidly evolving consumer landscape.

The ideal candidate will embody our Leadership Principles, which guide us to serve customers and support stores.

  • Be Customer Obsessed
  • Be Courageous with Your Point of View
  • Challenge the Status Quo
  • Act Like an Entrepreneur
  • Have an It Can Be Done Attitude
  • Do the Right Thing
  • Be Accountable

This exciting opportunity drives operational excellence, improves First Call Resolution (FCR), and enhances customer satisfaction through effective case handling.

Key responsibilities include:

  • Escalating complex or high-impact customer cases, ensuring resolution with a strong focus on FCR
  • Partnering with Team Leads and Managers to monitor and analyze contact center KPIs (CSAT, SLA adherence, AHT, FCR, productivity)
  • Providing guidance, process clarifications, and best-practice coaching to customer support specialists
  • Conducting quality checks and feedback sessions to identify gaps that impact FCR and customer satisfaction
  • Collaborating with Training and Quality teams to address common issues and support continuous improvement
  • Documenting and communicating solutions, process updates, and knowledge articles for wider team adoption
  • Driving efficiency initiatives that reduce repeat contacts and enhance service delivery
  • Leading by example in building a culture of accountability, collaboration, and exceptional customer service

A successful candidate will possess:

  • 5+ years' experience in a contact center environment
  • 2+ years in a supervisory/team lead role
  • Strong leadership, coaching, and communication skills
  • Graduate degree or equivalent work experience
  • Proven track record of improving FCR and handling complex cases
  • Knowledge and usage of ServiceNow for incident, request, and service management
  • Strong understanding of KPI measurement and performance management in contact center operations
  • Excellent communication, problem-solving, and decision-making skills
  • Ability to lead and influence peers without formal reporting lines
  • High level of ownership, accountability, and customer focus

Preferred qualifications include exposure to international contact center operations and knowledge of Lean Six Sigma/COPC or similar frameworks.

  • Transformation Lead

    2 days ago

    Bengaluru, Karnataka, India beBeeTransformation Full time ₹ 15,00,000 - ₹ 25,00,000

    Role SummaryTransformation LeadWe are seeking a seasoned Transformation professional to spearhead our organizational change initiatives.The ideal candidate will possess a strong background in driving efficiency and effectiveness across various departments, with a proven track record of successfully leading transformation projects from inception to...

  • Team Lead

    4 weeks ago

    Bengaluru, Karnataka, India Team Works Consultancy Full time

    As a Team Lead - Operations you ll lead a team of 15-25 Credit Advisors focused on engaging with subscribed users identifying repayment opportunities and cross-selling tailored financial solutions Your team will drive the entire performance from converting leads tomaximizing repayments while ensuring a seamless user experience This role blends sales...

  • Transformation Leader

    1 day ago

    Bengaluru, Karnataka, India beBeeCustomerExperience Full time ₹ 18,00,000 - ₹ 24,00,000

    Customer Experience Transformation ExpertThe ideal candidate will have a strong track record of driving customer experience transformations in the front office, leveraging CPQ best practices and strategic recommendations for manufacturing clients.

  • Design Team Lead

    5 days ago

    Bengaluru, Karnataka, India Team Pumpkin Full time

    Position Overview: We are looking for a talented and experienced Design Lead to join our creative team. As a Design Lead, you will be responsible for overseeing the design direction of multiple projects within the agency, ensuring creative excellence, strategic alignment, and a high level of visual execution. You will work closely with the creative,...

  • Digital Transformation Customer Experience Lead

    2 days ago

    Bengaluru, Karnataka, India beBeeCustomerExperience Full time

    Customer Experience Lead Job DescriptionThis role involves overseeing the development of customer experience strategies and initiatives to enhance digital touchpoints, operations, and overall service delivery across multiple fashion brands. The ideal candidate will have expertise in collecting and analyzing customer feedback, using insights to drive...

  • Lead Customer Experience Director

    1 day ago

    Bengaluru, Karnataka, India beBeeLeader Full time ₹ 18,75,000 - ₹ 23,75,000

    Director of Contact Centre OperationsDream Job: Lead a team to deliver exceptional customer experiences in our Contact Centre.About the RoleThis is an excellent opportunity for a seasoned leader with significant experience in contact centre operations to drive business growth and excellence.Key ResponsibilitiesStrategic Thinker: Identify opportunities for...

  • Data Transformation Lead

    1 day ago

    Bengaluru, Karnataka, India beBeeEnterprise Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

    We are seeking an experienced professional to lead data architecture transformation for enterprises. As a seasoned expert, you will oversee information architecture for our data warehouse, ensuring seamless integration of staging areas, data warehouses, data marts, and operational data stores.Key ResponsibilitiesCreate physical and logical models for data...

  • Strategic Transformation Lead

    1 day ago

    Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

    About the RoleOur organization is seeking a seasoned professional to lead strategic initiatives driving transformation across Supply Chain Management, Finance, Human Capital Management, Technology, and Industry solutions.Key Responsibilities:Oversee end-to-end Oracle Cloud SCM transformations, ensuring seamless alignment with business objectives and...

  • AI Transformation Lead

    6 hours ago

    Bengaluru, Karnataka, India beBeeArtificialIntelligence Full time ₹ 20,00,000 - ₹ 30,00,000

    Senior AI Transformation SpecialistWe are seeking a seasoned Senior AI Transformation Specialist to spearhead the implementation of cutting-edge AI solutions that drive business value and propel our customers forward.This key leadership role is centered around delivering end-to-end AI transformation, encompassing AI readiness assessments, data strategy...

  • Team Lead

    4 weeks ago

    Bengaluru, Karnataka, India Infinity Learn Full time

    Job Description: Inside Sales Team Lead – B2CLocation: BengaluruCompany: Infinity Learn (Ed-Tech)About Infinity Learn: Infinity Learn is a fast-growing Ed-Tech company committed to transforming the learning experience. We offer innovative learning solutions that empower students to excel academically. By integrating advanced technology with engaging...