TEAM LEAD

We are seeking a motivated and skilled female Call Center Team Lead to oversee a team of customer service agents. In this role, you will act as the bridge between management and frontline staff, ensuring that the team remains productive, well-trained, and focused on delivering excellent customer experiences. Your leadership will be crucial in maintaining service quality and driving the team toward achieving performance goals.

Key Responsibilities:
- Lead, supervise, and motivate a team of call center agents to consistently meet or exceed performance targets.
- Address 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.
- Provide ongoing training, coaching, and development opportunities through regular feedback and skill-building sessions.
- Track and analyze team performance metrics such as call quality, average handling time, and customer satisfaction scores.
- Manage daily operations, including scheduling and workload distribution, to ensure smooth and efficient service delivery.
- Identify gaps in processes and recommend improvements to enhance operational efficiency.
- Prepare and present regular performance reports to management for review and strategic planning.

Required Qualifications:
- 1 to 2 years of experience in a call center or customer service environment, with some experience in a supervisory or team lead capacity.
- Strong communication and interpersonal skills to effectively manage and motivate the team.
- Proven ability to multitask and prioritize responsibilities efficiently.
- Excellent time management skills to handle a dynamic work environment.
- Ability to remain calm and perform well under pressure, especially when handling challenging customer interactions.
- Experience in managing customer queries and complaints with professionalism and tact.
- Knowledge of process implementation and quality improvement methodologies.
- Demonstrated ability to train, mentor, and develop team members to enhance their performance.
- 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 Rs 55,000 to Rs 75,000 per month, with performance-based incentives.
- Opportunities for training and career growth within a supportive and collaborative work environment.
- Work location is in person, providing direct engagement with the team and management.

This position requires a proactive leader who can inspire and guide a team while maintaining high standards of customer service. If you have the relevant experience and skills, and are looking for a role that offers growth and the chance to make a meaningful impact, we encourage you to apply.