TEAM LEAD- CALL CENTER

We are seeking a motivated and capable female Call Center Team Lead to oversee a team of customer service agents, ensuring high service quality and a positive customer experience. In this role, you will act as the bridge between management and frontline staff, driving team productivity, skill development, and goal achievement. Your leadership will be essential in maintaining smooth daily operations and fostering a results-oriented environment.

Key Responsibilities:
- Lead, supervise, and motivate a team of call center agents to consistently meet performance targets.
- Handle escalated customer queries and complaints promptly and professionally to ensure customer satisfaction.
- Implement and monitor call center processes, policies, and quality standards to maintain service excellence.
- Train, coach, and develop team members through regular feedback and skill-building sessions.
- Monitor key performance metrics such as call quality, average handling time, and customer satisfaction scores.
- Manage team schedules, workload distribution, and daily operations to ensure smooth service delivery.
- Identify process gaps and recommend improvements to enhance overall efficiency.
- Prepare and present regular performance reports to management for review and action.

Required Qualifications:
- 1 to 2 years of experience in a call center or customer service environment, including supervisory or team lead responsibilities.
- Strong communication and interpersonal skills to effectively manage and motivate the team.
- Proven ability to multitask, prioritize tasks, and manage time efficiently.
- Ability to remain calm and perform well under pressure in a fast-paced environment.
- Experience in handling customer queries and resolving complaints professionally.
- Knowledge of process implementation and quality improvement initiatives.
- Demonstrated ability to train, mentor, and develop employees to reach their full potential.
- Bachelor’s degree or equivalent qualification is preferred.
- Proficiency in call center software and Microsoft Office applications.

Preferred Qualifications and Benefits:
- Competitive salary ranging from Rs55,000 to Rs75,000 per month, with performance-based incentives.
- Opportunities for training and career growth within a supportive and collaborative work environment.
- This position requires working in person at the designated office location.

Candidates with relevant experience and a passion for leading teams in a customer-focused setting are encouraged to apply. This role offers a chance to develop leadership skills while contributing to the success of a dynamic call center operation.