Call Center Team Lead

Job description

Job Description: Call Centre Team Leader Position Overview We are seeking a dynamic, results-driven Call Centre Team Leader to join our team at Kolkata Air Apex. In this role, you will be responsible for leading, motivating, and managing a team of customer service representatives to ensure operational excellence, high productivity, and maximum customer satisfaction. Key Responsibilities Team Leadership & Performance Management • Lead the team to meet and exceed client expectations regarding customer service. • Track and measure individual and team goals throughout the day and on a long-term basis. • Conduct performance reviews and deliver coaching to the team so they perform at the highest levels. • Delegate tasks and set clear deadlines for the team. • Provide motivational support to team members to maintain high morale and productivity. Operations & Workflow Management • Monitor call volume, prioritize tasks, and distribute the workload efficiently across the team. • Measure key performance indicators (KPIs), including inbound calls, call waiting, and call abandonment rates. • Keep track of employee attendance and ensure all established work procedures are strictly complied with. • Provide backup support to the team and make sure overall department goals are met. Direct Customer Support • Answer incoming calls, emails, and web-based submissions, directing and assisting customers as needed to support the team during peak times. Job Details • Job Title: Call Centre Team Leader • Direct Report To: Call Centre Manager • Work Location: Kolkata Air Apex (Near Rajarhat/Chinar Park) • Work Days: Monday to Saturday Note for Applicants: This role requires a strong balance of leadership skills, data tracking, and a hands-on approach to customer service.