Binated
Website:
binated.com
Job details:
Experience: 3–4 Years (Candidates must have 3–4 years of overall experience, including a minimum of 1–2 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
- 3–4 years of experience in Client Support, Customer Support, or Business Process Operations.
- Minimum 1–2 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 careers@binated.com.
Click on Apply to know more.