Team Lead - Operations - Remote Eligible

Team Lead - Operations

About Us: Gigmo Solutions Pvt. Ltd is a fast-growing organization with global experience, having presence in several countries in the Americas, Europe, Africa, and Asia. Expertise in Spanish, Portuguese, French, Italian, German, and global English. Gigmos aims to transform customer support domain by leveraging curated Gig workforce across the globe and using cutting edge AI technologies for increased support efficiency at reduced cost and enhanced flexibility. We are Microsoft Partner in providing technical support.

Hardware Pre-requisites: Laptop (min 8gb RAM), Windows 10/11, internet speed- 30 MBPS minimum Upload and Download

The Person:

You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as a commitment to productivity. You are a self-starter, go-getter, proactive and have the ability to learn and perform in a fast-paced environment.

You are dynamic, result oriented, have the ability to drive results through others, possess strong analytical and negotiation skills and excellent process orientation.

Role:

· Manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures.

· Work closely with the management team to align customer support goals with overall business objectives.

· Monitor key performance indicators (KPIs) to ensure team goals and targets are met.

· Understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.

· Delegate tasks, set deadlines and oversee day to day operations.

· Provide timely feedback to team members and resolve issues.

· Create an open communication culture and an inspiring team environment.

· Provide guidance, training and mentoring to team members to improve the productivity.

· Identify and implement process improvements to enhance efficiency.

· Ensure high-quality customer service delivery that meets or exceeds customer expectations.

· Handle escalated customer issues and provide resolution in a timely and satisfactory manner.

· Collaborate with other departments to address customer concerns and improve overall customer experience.

· Recognize high performance and reward accomplishment.

· Reports should be promptly shared with management on timely basis.

Qualifications and Experience:

· Graduate with minimum 4-6 years of experience as Team Lead in Technical Support Process or operations role.

· Should have good knowledge in MS Office

· Strong leadership and team management skills.

· Excellent communication and interpersonal skills.

· Analytical mindset with the ability to use data for decision-making.

· Familiarity with customer support software and tools.

· Problem-solving skills and the ability to handle escalated customer issues.

Work Location/Shift Timings - Permanent work from home and you will be required to work in US Shift timings (Night shift)

CTC- As per Industry Standards