Team Leader – Call Centre Operations Full Time NEW

About Thoratech Innovations

Thoratech Innovations is a young, fast-growing company building customer operations capability for enterprise clients. We are setting up a dedicated Central Command Centre in Pune to run customer operations for a leading client in the engineering and manufacturing sector. This is a ground-floor opportunity to join our founding operations team.

About the Role

As our Operations Leader, you will run the day-to-day of our call centre operations. You will lead a team of customer support executives, own quality and escalations, coordinate directly with our enterprise client, and make sure the operation delivers every single day. This is a founding leadership role – you will shape how the operation is built.

Key Responsibilities

• Lead and supervise a team of call centre executives (inbound and outbound)
• Own day-to-day operations – queue management, productivity, and adherence
• Act as the primary point of contact for the client and run daily review calls
• Manage escalations – resolve what you can, escalate what you cannot, keep everyone informed
• Oversee lead routing, dealer coordination, and customer verification
• Own daily MIS reporting – accuracy and timely delivery
• Drive quality alongside the QA cum Trainer
• Coach the team, manage performance, and keep morale high
• Ensure CRM discipline and process adherence across the team

What We Are Looking For

• 3+ years in call centre or BPO operations, with at least 1-2 years in a team lead or supervisory role
• Proven ability to manage a team and hit operational targets
• Strong client-facing communication – you will be the face of the operation
• Fluency in Hindi and English; Marathi is an advantage
• Hands-on with CRM tools, Dialers and MIS reporting
• Calm under pressure, organised, and a natural problem-solver
• Comfortable building from scratch – this is a new operation

Shift & Location

• Location: Balewadi, Pune (on-site)
• Working days: Monday to Saturday
• Shift: 10 AM to 7 PM
• Immediate joining preferred

What We Offer

• Competitive compensation
• A founding leadership role in a fast-growing company
• Direct ownership of a marquee enterprise engagement
• Room to grow as the company scales

How to Apply

• Apply through LinkedIn, or send your CV to hello@thoratech.global with “Operations Leader” in the subject line.