Call Center Team Lead

Job description

About the Role: We are looking for a dynamic Call Center Team Leader to manage a team of customer support executives and ensure smooth day-to-day operations. The role involves driving team performance, maintaining high customer satisfaction, and handling escalations effectively. You will be responsible for meeting targets, improving team productivity, and delivering a seamless customer experience. The position requires a 6-day work week with one roster off per week. Roles and responsibilities • Manage and lead a team of call center executives • Monitor daily calls, productivity & quality performance • Ensure team achieves targets (CSAT, TAT, conversions) • Handle and resolve customer escalations effectively • Provide training, coaching & regular feedback to team members • Prepare and maintain daily/weekly performance reports • Improve team efficiency and ensure process adherence • Coordinate with internal teams for smooth operations • Maintain team discipline and motivation • Reporting to AM - Operations Skills required • Strong team handling & leadership skills • Excellent communication skills (Hindi & English) • Good at customer handling & escalation management • Ability to meet targets & manage team performance • Basic knowledge of Excel / reporting • Strong problem-solving and decision-making skills • Ability to work in a fast-paced environment • Good listening and interpersonal skills