Copart - Team Leader - Operations - Customer Service Function

A Team Leader is a professional in charge of guiding, monitoring and leading an entire group. They are responsible for motivating their teammates as well as inspiring positive communication within them so that they can work together toward achieving goals.

We are looking for a committed individual who will:

- Take 100% ownership of the process, queue and team members aligned. You should be flexible to work from office in any shift as per the business requirement.

- As the organization is growing, be adaptive to new challenges / situations that one may encounter day to day.

- Ensure knowledge transfer and act as a mentor during partial production phase.

- Maintain team's basic hygiene (login, logout & break adherence), attendance and behavior.

- Track performance - ensure productivity and quality goals are met. Additional support is required during the first 3

months, which is a learning phase for the pilot batch.

- Coordinate primarily with Business Partners for aligning team to right queues and set right expectations.

- Help in recruiting team members for the project by being a part of the interview panel.

Roles & Responsibilities

a) People Management

- Take ownership of the workflow and work.

- Manage a team of 15-20 associates and ensure the team meets the required targets.

- Be a process expert and support the team by answering their queries in real time.

- Conduct regular connects to understand the pulse of the team.

- Manage leaves and ensure shrinkage does not impact on the team's productivity.

- Working in coordination with the other leads to ensure business operations run smooth.

- Build a road map for your team members in terms of career growth and ensure employee satisfaction.

- Effectively communicate with the team, understanding change in business dynamics

b) Performance Management

- Track performance of the team and team members individually identifying areas of opportunities for the process as

well as the team.

- Conduct new hire process training sessions and coach team members to be experts in the process.

- Identify areas of opportunities by performing audits and share feedback to the team accordingly.

- Identify BQs and come up with an action plan to improve their performance.

- Work closely with the internal teams to identify process improvement opportunities and work together to streamline

the process.

c) Business Partner Management

- Interact with international business partners whenever required, understand the requirements, and manage the

team to meet the requirements.

- Act as a bridge between the team and business partners ensuring smooth flow of information regarding the process.

- Participate in weekly review and work closely with the Operations Manager to prepare data for MBR and QBR.

d) Qualifications

- Experience: Min 6-10 years in a Customer Service/International BPO environment, with at least 3+ Years in a team leader or supervisory role on paper, ONLY in voice-based or customer service functions.

- Communication: Exceptional written and verbal communication; adept at clear and concise messaging in chat

interactions.

- Should be ready to work in 24-7 predominantly night shift environment.