2 Junior Team Lead - Client Servies

Experience: 34 Years

(Candidates must have 34 years of overall experience, including a minimum of 12 years of experience as a Team Leader or SME in Client Support, Customer Support, or Business Process Operations.)

Employment Type: Full-Time | Permanent

Location: Aundh, Pune

Work Mode: Work from Office

Role Overview

We are seeking an experienced and proactive

Junior Team Lead Client Services

to lead client support operations and drive team performance. The ideal candidate should possess strong leadership capabilities, excellent communication skills, and hands-on experience in managing client-facing teams while ensuring operational excellence and superior service delivery.

Key Responsibilities

Team Leadership

Lead, mentor, and coach SMEs and support associates.

Monitor team performance, productivity, and adherence to KPIs and SLAs.

Conduct one-on-one meetings, coaching sessions, and performance reviews.

Identify training needs and collaborate with Quality and Training teams to improve team performance.

Foster a positive, collaborative, and high-performing work environment.

Operations Management

Oversee day-to-day operations of assigned client accounts.

Ensure smooth service delivery while maintaining quality and operational standards.

Manage team schedules, attendance, leave planning, and resource allocation.

Monitor operational metrics and implement process improvements to enhance efficiency.

Maintain process documentation and ensure compliance with SOPs.

Client Management

Serve as the primary point of contact for assigned client accounts.

Build and maintain strong client relationships through proactive communication.

Manage client escalations and ensure timely issue resolution.

Participate in client meetings and provide operational updates and performance insights.

Ensure agreed service levels and business objectives are consistently achieved.

Quality & Continuous Improvement

Analyze operational reports and identify opportunities for improvement.

Partner with Quality and Training teams to enhance service standards.

Drive process optimization initiatives and implement corrective actions.

Ensure compliance with organizational policies and audit requirements.

Skills & Competencies

34 years of experience in Client Support, Customer Support, or Business Process Operations.

Minimum 12 years of experience leading teams.

Strong leadership, coaching, and people management skills.

Excellent verbal and written English communication.

Strong client relationship management and stakeholder handling skills.

Excellent analytical, decision-making, and conflict-resolution abilities.

Ability to work in a fast-paced, target-driven environment.

Strong organizational and time management skills.

Proficiency in MS Office and operational reporting tools.

Benefits

Health Insurance

Paid Time Off

Provident Fund

Leave Encashment

Apply Now

Interested candidates can share their updated resumes at

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