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Retail Ops Team Lead

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Location: Bangalore, KA, India - Manyata Embassy Business Park, SEZ, G3 Wing A (Teak) Bloc, Floor 7-10
Job ID: 1086430
Job Type: Full-Time
Date Updated: Feb 11, 2020

General Description

The Lead will manage a team of QA Analysts who will be tasked with daily monitoring of Customer Care calls, identifying trends and behavior change to report back to the Home Office and Site locations. Reporting to Customer Care Project Manager, the candidate is accountable for completion of assigned call monitors, provide accurate scoring on specific areas of the call, and documenting the associate’s overall performance. 


Required Qualifications: 

  • Minimum of 1yr as an acting team lead with people management experience 

  • Must be rated satisfactory or better in all areas of performance and currently not on any policy violation. 

  • Must have international customer support experience for over 3 years 

  • Must have deep understanding of call parameters and KPIs 

  • Requires the ability to work and make decisions independently and for the team 

  • Requires the ability to communicate effectively (verbally and written) 

  • Requires analytical skills with ability to visualize and articulate concepts. 

  • Maintains high level of urgency and managing in an environment of immediacy and high visibility. 

  • Requires competency with computers, scanners, telephones, calculators, and fax machines. 

  • Must be organized, detail oriented, and attentive to follow-through. 

  • Requires skilled knowledge and experience in Microsoft Word and Excel. 


Preferred Qualifications: 

  • 1-3 years of experience as a people and process manager for Quality Assurance and Customer Service teams 

  • Graduate in any discipline  



  •  Build a highly effective team and set guidelines/parameters that govern the performance of the team  

  •  Should assess analyst performance and give regular feedback to improve call audit functions as a team and for individual analysts 

  •  Conduct regular one to ones and coach/mentor/guide analysts towards better performance 

  • Evaluates analysts on behavioral competencies by listening to routine calls audited and the audit report 

  • Build reporting on trends and behavioral changes that have been identified in an effort to improve overall customer experience 

  • Provides timely and complete qualitative feedback on evaluation forms 

  • Detects inefficiencies and suggests improvements to the current QA processes 

  • Hold monthly calibration sessions with the Home Office and Site locations 

  • Develop talent and influence the associates to make impactful decisions in achieving their goal of developing call center agents to provide a better customer experience

Job Title: Retail Ops Team Lead
Location: Bangalore, KA, India - Manyata Embassy Business Park, SEZ, G3 Wing A (Teak) Bloc, Floor 7-10
Job ID: 1086430

J.C. Penney Company Inc.
Plano, Texas

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