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Role - Team Lead - Operations.
Experience- 2+ Years.
Location- Bangalore.
About MarketStar
In everything we do, we believe in creating growth, for our clients, employees, and community. For the past 35+ years, we have been generating revenue for the most innovative tech companies globally through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people and supporting them through mentorship, leadership, and career development programs. We provide service and support to our communities through the MarketStar Foundation.
Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and for being named a top employer. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.
We are excited to have you apply to join our MarketStar team and can't wait to discuss how we can help you find growth!
Job Description
We are looking for a dedicated and results-driven Team Lead to manage and support a dynamic team. This role involves overseeing day-to-day operations, delivering on key service-level components, managing employee performance, and fostering a collaborative and motivating environment.
The ideal candidate will have a proven track record in team management, hiring, coaching, and operational oversight, focusing on enhancing team performance and customer satisfaction.
Key Responsibilities
- Performance Management: Delivery of service level components, quality and productivity targets & indicators for particular market Monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Being a focal point of dissemination of information for internal and external clients.
- Operational Management: Managing the floor, adherence to schedule. Ensure optimal productivity and utilization of resources Oversee and review escalations and the escalations process Ownership and problem resolution.
- Leave Management: Ensuring that the team is adequately staffed to handle projected volumes for the day / week / month Reporting - timely and accurate Maintain employee performance records; track and report on performance outcomes Team motivation Provide team leadership and coaching Provide recommendations for process development based on customer feedback and analysis of the same. Actively involved in hiring and training of reps Ensure strict adherence to policies, processes, compliance guidelines Upskill / groom team members.
- Excellent Relationship Management: Build sustaining and productive relationships with customers and stakeholders Build strong relationship with customers Maintain track of all pending/open items (internal and external) and ensure closure of the same in a timely and appropriate manner.
Skills & Experience
- 2+ years of experience in managing advertising sales and account management teams.
- More than 3 year of experience with Customer support and client management.
- Solid understanding of customer marketing funnel and traditional marketing ecosystem.
- Comfortable with problems of diverse scope where analysis of data requires evaluation of identifiable factors.
- Understanding of Digital measurement, tracking fundamentals and mobile measurement partners.
- Tenacious and entrepreneurial approach to working through product, process, and client challenges.
- Demonstrated ability to cultivate strong relationships with external partners.
- Exceptional communication and interpersonal skills.
- Ability to work in a fast-paced and unstructured work environment High attention to detail.
- Proficiency in presentation creation and excel BA / BS degree or equivalent work experience.
Preferred Qualifications
2+ years of experience as a Team Lead in a similar job profile.
Must-Have Skills
- Team Management.
- Performance Management.
- Operational Management.
- Hiring, Coaching and Mentoring.
- Leadership.
- Leave and Attrition Management
What's in it for you
Constant Learning and an entrepreneurial growth mindset. Employee-centric benefits plan including but not limited to Comprehensive Health Insurance, generous Leave Policy, Covid Support, Vaccination drives, Well-being sessions, real-time grievance redressal, and work flexibility.
We are a people-first organization with policies and processes that help you bring the best version of yourself into work including fast track growth for high-potential folks. An opportunity to be associated with the world's leading brands as clients. To be a part of an organization with more than 60% of homegrown Leaders. Customized training programs that are catered to personal and professional development. We are an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.
Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.
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