Call center team leader

The Call Centre Team Leader is responsible for overseeing a team of call centre agents to ensure excellent customer service delivery, efficient operations, and achievement of performance targets. This role involves coaching, mentoring, and monitoring team members, while driving the overall success of the call centre in alignment with company objectives.

Key ResponsibilitiesTeam Management
• Supervise and motivate a team of call centre agents to achieve performance goals.
• Allocate tasks and manage schedules to ensure coverage and productivity.
• Conduct regular team meetings to discuss performance, updates, and address challenges.

Performance Monitoring & Reporting
• Track and evaluate team and individual agent performance against KPIs (e.g., response time, resolution rate, customer satisfaction).
• Prepare and submit regular performance reports to the Call Centre Manager.
• Identify areas for improvement and implement action plans to address performance gaps.

Training & Development
• Provide ongoing coaching, feedback, and support to team members.
• Organize training sessions to enhance product knowledge and soft skills.
• Mentor new hires during their onboarding process.

Customer Service Excellence
• Handle escalated customer complaints and provide appropriate resolutions.
• Monitor call quality and ensure compliance with company standards.
• Develop strategies to improve customer satisfaction and loyalty.

Operational Efficiency
• Ensure adherence to call centre processes, policies, and procedures.
• Monitor system performance and escalate technical issues as necessary.
• Collaborate with other departments to streamline workflows and improve service delivery.

RequirementsQualifications
• Bachelor’s degree or equivalent experience in a related field.
• Proven experience as a Team Leader or Supervisor in a call centre or customer service environment.

Skills & Competencies
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proficiency in using call centre software and reporting tools.
• Analytical mindset with the ability to interpret data and drive insights.
• Problem-solving skills and ability to handle high-pressure situations.

Key Attributes
• Customer-focused mindset.
• Ability to motivate and inspire team members.
• High level of organizational and multitasking abilities.

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹70,000.00 per month

Benefits:
• Health insurance

Schedule:
• Day shift
• Fixed shift
• Morning shift

Supplemental Pay:
• Performance bonus
• Yearly bonus

Work Location: In person