Team Lead

The Team Lead oversees the daily operations of a team of call center agents to ensure excellent customer service, smooth workflow, and achievement of performance targets. This role includes mentoring staff, handling escalations, monitoring call quality, and providing support to management for continuous process improvement.

Key Responsibilities:Team Supervision & Performance Management

• Lead, supervise, and motivate a team of agents to achieve daily, weekly, and monthly Targets.
• Monitor agent performance through call evaluations, dashboards, and reports.
• Conduct regular coaching sessions, provide feedback, and develop action plans for improvement.
• Manage team schedules, attendance, breaks, and adherence to shift timings.

Quality Assurance

• Ensure agents follow call center scripts, protocols, and compliance guidelines.
• Review call recordings and provide quality feedback to maintain service standards.
• Identify skill gaps and arrange necessary training or refresher sessions.

Operational Management

• Maintain smooth workflow and ensure service-level agreements are met.
• Assign tasks and manage workload distribution within the team.
• Handle real-time floor management, monitor queues, and resolve operational issues promptly.
• Assist with on boarding and training of new agents.

Customer Service & Escalation Handling

• Address and resolve escalated customer concerns professionally.
• Support agents during difficult customer interactions and ensure resolution.
• Ensure high levels of customer satisfaction and first-call resolution.

Reporting & Documentation

• Prepare daily/weekly performance reports for management review.
• Track key metrics such as QA scores, attendance, and productivity.
• Document coaching sessions, performance reviews, and team updates.

Skills & Qualifications:

• Bachelor’s degree (preferred) or equivalent experience in a call center environment.
• 1–2 years of experience as a Team Lead or Senior Agent in a call center.
• Strong leadership, communication, and problem-solving skills.
• Proficiency with call centre tools, CRM systems, and performance dashboards.
• Ability to manage high-pressure situations and large teams effectively.
• Excellent customer handling and conflict resolution skills.
• Strong understanding of QA standards, and call centre metrics.

Key Competencies:

• Leadership & People Management
• Coaching & Feedback
• Time Management
• Analytical Thinking
• Decision-Making
• Customer Focus
• Team Collaboration

Job Type: Full-time

Pay: Rs50,000.00 - Rs100,000.00 per month

Work Location: In person