Team Lead

MarketStar is seeking a dedicated and results-driven Team Lead for our Operations team in Bengaluru/Bangalore, India. This role is pivotal in managing and supporting a dynamic team, overseeing daily operations, ensuring key service level components are met, and fostering a positive, collaborative, and motivating environment. The ideal candidate will possess a proven history in team management, hiring, coaching, and operational oversight, with a strong focus on enhancing team performance and elevating customer satisfaction.

Key Responsibilities:

• Performance Management: Monitor team performance to ensure adherence to Service Level Agreements (SLAs), identify areas for improvement, and implement corrective actions to maintain high operational standards.
• Monitoring, Coaching, and Feedback: Provide continuous observation of team activities to deliver real-time feedback and coaching. Conduct regular one-on-one sessions to support skill development and performance enhancement.
• Leave and Attendance Management: Oversee employee attendance and manage leave requests, balancing operational needs with employee well-being.
• Team Leadership and Motivation: Lead by example to cultivate a positive, motivated, and collaborative team atmosphere that encourages open communication and employee engagement.
• Maintain Employee Performance Records: Keep accurate records of employee performance, progress, and development to inform evaluations and decisions.
• Escalation Management: Manage and resolve escalations swiftly and effectively to ensure customer satisfaction and minimize service disruptions.
• Operational Management: Oversee daily floor operations, ensuring adherence to schedules, timely task execution, and workload management through resource adjustment.
• Upskill and Develop Team Members: Identify training needs and professional growth opportunities, providing continuous learning programs to groom team members for future roles.
• Customer Relationship Building: Develop and maintain strong customer relationships by ensuring the team consistently meets expectations and resolves concerns professionally and promptly.

Skills & Experience:

• Demonstrated experience in hiring, training, and coaching team members.
• Proven ability in managing daily operations, including floor management, scheduling, and workflow adherence.
• A minimum of 2+ years of experience in a similar Team Lead role, with a track record of delivering results and managing escalations.
• Ability to foster and maintain strong customer relationships.
• Expertise in managing and resolving escalations effectively.
• Strong ability to upskill and develop team members, identifying gaps and grooming future leaders.

Preferred Qualifications:

• 2+ years of experience as a Team Lead in a similar operational profile.
• Strong communication, leadership, and interpersonal skills.
• Proficiency in team management tools and operational software.
• Experience with employee performance record management and leave management systems.
• Ability to multitask and thrive in a fast-paced environment.
• Results-driven and solutions-oriented approach.

MarketStar offers a culture of continuous learning, an entrepreneurial mindset, and an employee-centric benefits program. We are committed to fostering internal talent with over 60% of leadership grown from within, supported by customized learning and development programs. As an equal opportunity employer, we value diversity and inclusivity.