Operations Team Lead

Designation: Team Leader Operations - Spanish

Location: Gurgaon

Years of experience : 2+ years

Role and Key Responsibilities:

• Maintain expert level knowledge and assigned products and services, complete all required training and certifications.
• Monitor customer issue trends, volume spikes, and case inventory.
• Lead daily team huddle and communicate operational updates.
• Conduct effective coaching and feedback sessions; manage follow-up actions.
• Ensure timely completion of compliance training and phishing exercises for self and team.
• Review and analyze B2B Service Cloud and DOMO reports, share performance metrics weekly.

Key skills & knowledge:

• Expert level proficiency in web-based (internet) skills.
• Strong time management skills.
• Critical and strategic troubleshooting skills.
• Proficiency in Microsoft Office and related applications
• Strong attention to detail and organizational skills
• Professional demeanor and respect for colleagues and customers
• Ability to collaborate effectively with internal teams and B2B Service Directors
• Capable of multitasking and leading in a dynamic, team-oriented environment.
• Demonstrates success in high-pressure, fast – paced settings, and frequent changes deemed by the business and product owners.

Educational Qualification: Graduate