Team Lead / Supervisor (Call Center)

Shift Timing:

9:00 AM – 9:00 PM

Experience Required:

Minimum 6 Years

Job Overview:

We are looking for a highly motivated and experienced Team Lead / Supervisor to oversee daily call center operations, manage agents, and ensure high-quality customer service delivery. The ideal candidate should possess excellent communication skills, leadership abilities, and hands-on experience in handling team performance and operational targets.

Key Responsibilities:

• Manage and supervise call center agents on daily operations
• Monitor team performance, attendance, and productivity
• Ensure achievement of KPIs and operational targets
• Conduct coaching, mentoring, and performance feedback sessions
• Handle escalations and resolve customer concerns professionally
• Prepare reports and maintain operational records
• Maintain discipline and a positive working environment
• Coordinate with management for process improvements

Requirements:

• Minimum 6 years of relevant call center experience
• Proven experience in a supervisory or team lead role
• Exceptional English communication skills
• Strong leadership and interpersonal skills
• Ability to work in a target-driven environment
• Excellent problem-solving and decision-making abilities
• Proficient in reporting and team management tools

Work Location: In person