Team Lead Customer Operations
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!
About the Role
We’re looking for motivated, goal-driven professionals who are passionate about delivering excellence and creating meaningful solutions. At bswift, you’ll be part of a collaborative, flexible, and innovative environment that supports both professional and personal growth.
If you resonate with our core values—pursue excellence, embrace accountability, deliver superior service, and foster a great workplace—we would love to hear from you.
This is an in-office role based in Bangalore. The team operates from 10:30 AM to 7:30 PM IST (Monday–Friday). Occasional collaboration with U.S.-based colleagues outside standard hours may be required.
Key Responsibilities- Lead, train, and manage workflows for a team of 10–15 analysts in a high-volume, fast-paced environment
- Prioritize tasks and ensure timely and accurate completion of deliverables
- Conduct quality audits and ensure adherence to performance standards
- Provide coaching, mentorship, and performance feedback to team members
- Monitor and manage KPIs related to productivity, quality, and turnaround time
- Collaborate with global internal stakeholders to resolve escalations efficiently
- Maintain a strong understanding of internal systems to support team queries and requests
- Identify opportunities and drive continuous process improvements
- Act as a mentor and coach to peers, contributing to team development
- Communicate effectively with a positive, professional, and solution-oriented approach
- Participate in or lead special projects as assigned
- Perform quality assurance testing on client sites; track and ensure issue resolution
- Support and promote a diverse and inclusive workplace culture
- 5+ years of overall work experience
- 1+ year of team leadership or people management experience
- Strong proficiency in Microsoft Excel (ability to read and create formulas)
- Working knowledge of Microsoft Office Suite
- Ability to quickly learn new processes and effectively train others
- Strong problem-solving skills with the ability to guide others through complex scenarios
- Excellent customer service orientation
- Strong verbal and written communication skills
- Ability to adapt to changing priorities in a dynamic environment
- Bachelor’s degree
- Experience in a BPO or operations environment
- Advanced Excel skills (e.g., macros, data visualization, advanced functions)
- A fun, flexible, and creative work environment
- Opportunities for professional and personal growth
- A culture that values collaboration, accountability, and innovation
At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right.
bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally.
If you have what it takes to join our award-winning culture, we’d love to hear from you!
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