Operations Team Lead

3 days ago

Gurgaon, Haryana, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities

  • Team Leadership & Management

  • Supervise, coach, and motivate a team of customer support representatives.

  • Monitor team performance, set goals, and provide feedback through regular 1:1s and performance reviews.

  • Manage schedules, workload distribution, and ensure adequate coverage across shifts.

  • Customer Support Operations

  • Oversee day-to-day customer support activities, ensuring timely resolution of inquiries, complaints, and service requests.

  • Handle escalated issues and provide solutions that align with company policies while maintaining customer satisfaction.

  • Ensure compliance with service standards, policies, and procedures.

  • Process Improvement & Reporting

  • Track KPIs such as response times, resolution rates, customer satisfaction (CSAT), and Net Promoter Score (NPS).

  • Identify recurring issues, gaps, or inefficiencies in workflows and recommend process improvements.

  • Prepare reports and share insights with senior management to support data-driven decision-making.

  • Collaboration & Communication

  • Work closely with operations, product, and sales teams to resolve systemic issues impacting customers.

  • Act as the communication bridge between customers and internal departments to enhance service delivery.
  • Represent the customer support function in cross-functional projects.

Skills & Qualifications

  • Proven experience in customer support, service operations, or a related field.
  • Previous leadership or supervisory experience required.
  • Strong problem-solving, conflict resolution, and decision-making skills.
  • Excellent communication and interpersonal abilities.
  • Ability to analyze performance data and apply insights to drive improvements.
  • Familiarity with customer support tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, or similar).
  • Ability to work under pressure and manage multiple priorities.

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