Team Leader Client Operations

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies. Join us as we help people all over the world thrive at work.

Role Overview:

We are seeking an experienced and driven Team Leader - Client Operations to manage and guide a team of customer support executives responsible for handling client queries via chat, email, and calls.

The Team Leader will be responsible for ensuring high-quality service delivery, meeting operational SLAs, coaching team members, and driving performance across productivity, quality, and customer satisfaction metrics. This role requires strong leadership, operational oversight, and the ability to maintain service excellence in a fast-paced customer service environment. Besides, the Team Leader is also required to work on customer emails, chats and calls directly.

Key Responsibilities:

Team Management & Leadership

• Lead, mentor, and manage a team of Client Operations Executives.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Monitor team productivity, attendance, and adherence to schedules.
• Foster a collaborative and positive team environment that promotes accountability and continuous improvement.

Operational Excellence

• Ensure the team consistently meets service level agreements (SLAs) including response time, resolution time, customer satisfaction, productivity, and quality metrics.
• Monitor real-time queues and workload distribution to maintain optimal service levels.
• Handle complex or escalated customer cases and provide timely resolution.
• Ensure adherence to client-specific protocols, SOPs, and compliance standards.

Quality & Performance Management

• Track individual and team performance metrics and identify improvement opportunities.
• Conduct quality audits and calibrations to maintain service standards.
• Drive improvements in customer satisfaction, response time, and resolution quality.
• Develop action plans for underperforming team members.

Process Improvement & Collaboration

• Identify recurring issues, process gaps, and operational inefficiencies.
• Work with internal teams (support, product, logistics, etc.) to resolve systemic problems.
• Recommend and implement process improvements to enhance efficiency and customer experience.

Reporting & Communication

• Prepare and present performance reports, insights, and operational updates to management.
• Communicate operational challenges to relevant stakeholders.
• Facilitate team meetings, knowledge sessions, and training programs.

Skills & Competencies:

• Excellent written English and professional email etiquette.
• Ability and flair of collaborating with team members and with internal teams.
• Ability to lead and manage a team working remotely.
• Clear, confident verbal communication skills.
• Empathetic approach with a focus on clarity and appropriate tone.
• Strong attention to detail and problem-solving skills.
• Ability to prioritize and manage multiple conversations effectively.
• Collaborative mindset and proactive team player.
• Proficiency with CRM systems and ticketing workflows.
• Commitment to delivering a world-class customer experience.

Qualifications & Experience:

• Education: Bachelor’s degree from a recognized institution
• Experience: 4 years in client servicing or customer support in email or chat-based roles, including leadership experience of minimum 2 years
• Industry Preference: Experience in B2B support and SaaS customer environments is a plus

Shift & Work Schedule

• Shift Timings: 6:30 AM to 7:00 PM IST / 5:30 AM to 6:00 PM IST 
• Working days: Sat, Sun, Mon, Tue
• Weekly Offs: Wed, Thu, and Fri

Important Role Considerations

Due to the unique work schedule associated with this position, candidates are encouraged to assess the following before applying:

• Ability to sustain 12-hour shifts with consistent performance.
• Comfort with non‑traditional weekly offs (Wednesday, Thursday, Friday).
• Willingness to work on weekends as part of the regular roster.
• Availability of a stable, distraction‑free work‑from‑home setup with reliable connectivity.
• Flexibility to be available in office at least twice a month or depending on need of the company. 
• Physical and mental readiness for extended screen time and focused communication-based work.
• Strong self‑discipline, time‑management skills, and ability to operate independently.
• Alignment of the role’s schedule with personal routines, family commitments, and lifestyle preferences.
• Commitment to maintaining reliability, punctuality, and consistent service quality.