Job Code: 409130

Location: Indore / Chennai
Grade: BPO 4
Salary: ₹11–12 LPA
Employment Type: Contractual
Domain: Team Management and Supervisory Services
Required Certification: Google Cloud Associate Cloud Engineer
Mandatory Requirement: Relevant Google Product Experience

Job Summary

We are looking for an experienced Team Manager / Team Leader to oversee daily operations, manage case resolution, monitor team performance, and ensure compliance with service-level objectives (SLOs). The ideal candidate should have strong leadership, analytical, problem-solving, and stakeholder management skills, along with relevant Google product experience.

Key Responsibilities

1. Case Management

• Monitor daily case progress and ensure timely updates and resolution.

• Ensure adherence to service-level objectives (SLOs) across active cases.

• Handle escalations involving complex or sensitive cases.

• Coordinate with cross-functional teams to resolve operational issues.

2. Performance Management

• Establish individual performance goals aligned with business objectives.

• Monitor team KPIs, productivity, customer satisfaction, and case resolution metrics.

• Provide regular feedback, coaching, and guidance to team members.

• Implement performance improvement plans and support employee development.

• Analyze performance trends and identify opportunities for improvement.

3. Governance and Operations

• Ensure compliance with organizational policies, procedures, and applicable regulatory requirements.

• Participate in operational planning and contribute to business goals.

• Promote continuous improvement and process optimization.

• Manage workload allocation, team resources, and staffing requirements.

• Prepare and review operational reports to support decision-making.

Required Skills and Competencies

• Team leadership and people management.

• Case management and escalation handling.

• Performance monitoring and KPI analysis.

• Reporting, data interpretation, and operational analysis.

• Coaching, mentoring, and performance improvement.

• Stakeholder management and cross-functional collaboration.

• Customer service orientation and problem-solving.

• Ability to meet targets and maintain service-level standards.

• Knowledge of Google products and relevant cloud technologies.

Mandatory Eligibility Criteria

• Graduation is compulsory.

• Relevant Google product experience is mandatory.

• Google Cloud Associate Cloud Engineer certification is required as specified for the role.

• PAN and date of birth (DOB) are required for employee profile creation.

Rehire Policy

Current and former TATA/TCS employees are not eligible and must be rejected.

Preferred Candidate Profile

Candidates with prior experience in team leadership, BPO operations, case management, service delivery, performance management, and customer support operations will be suitable for this role.