Team Lead - Customer operations

Responsibilities

• Train, prioritize work, and manage workflows for a team of analysts in a high-volume, fast-paced environment
• Provide supervision for a team of 10-15 members
• Perform quality audits of the team's work products
• Provide performance coaching, mentorship, and career guidance
• Manage and track KPIs including productivity, quality, and timeliness
• Drive stakeholder management and collaborate with global teams (preferably U.S.-based) to resolve escalations
• Maintain a strong understanding of internal systems to handle both general and specialized requests
• Identify and drive continuous process improvements and efficiencies
• Serve as a coach and mentor to peers and cross-functional teams
• Ensure open, professional communication with a proactive and positive attitude
• Handle special projects as assigned
• Conduct QA testing on client sites; track and manage issue resolution
• Promote and contribute to a diverse and inclusive work environment
• Required Qualifications :
• 5+ years of overall work experience
• 3+ years of experience leading a team
• Proven experience in stakeholder management, especially with global clients
• Strong experience managing or collaborating with U.S./global teams
• Proficiency in MS Excel (ability to read, understand, and build formulas)
• Experience with other Microsoft Office tools
• Ability to quickly learn new processes and effectively train others
• Strong problem-solving skills and ability to support teams in resolving complex issues
• High customer service orientation
• Excellent verbal and written communication skills
• Ability to adapt to changing priorities in a dynamic environment
• Bachelor's degree

Requirements

• Experience in BPO / shared services environment
• Advanced Excel skills (Macros, dashboards, data visualization)
• Experience handling high-volume operations and process optimization
• Why Join bswift?
• Benefits of Working at bswift:
• Comprehensive Health Benefits : Medical, Accidental and Term Life Insurance coverage to support your wellness and that of your family.
• Competitive Compensation : A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.
• Hybrid work-model: With flexible working hours
• Retirement Savings Plans : Options like Provident Fund and Gratuity to help you plan for a secure financial future with employer contribution
• Professional Development : Opportunities for career growth, including training and access to resources to support your career progression.
• Supportive Culture : A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.
• Employee Wellbeing Initiatives : Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.
• Make an Impact : At bswift, your work directly contributes to transforming how organizations approach benefits administration and client e

Benefits

Additional Information

Want to be a bswifter? At bswift we've been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. We're looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! Job Description Team Lead- Customer Operations We're looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible, and creative environment with ample opportunities for professional and personal growth. If you embody the bswift values-pursue excellence, embrace accountability, deliver superior service, and be a great place to work-we want to hear from you! This is an in-office role in our Bangalore location. The working hours for the team you oversee will be 10:30 AM - 7:30 PM IST, Monday through Friday. At times, you may also be expected to collaborate with U.S. colleagues beyond standard working hours.

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