Team Leader

3 weeks ago

Kolkata, India Gvk Emergency Management And Research Institute Gvk Emri Full time

Job Description Team Leader / Subject Matter Expert GVK Emergency Management and Research Institute (GVK EMRI) is seeking an experienced and dynamic Team Leader / Subject Matter Expert to manage and motivate a team of 18-20+ executives in a 24/7 rotational shift environment. This role is crucial for driving performance, maintaining operational excellence, and ensuring adherence to key call center metrics. Role & Responsibilities: - Demonstrated ability to effectively manage a team. - Must know AHT (Average Handle Time), Attrition, Shrinkage, YTD (Year to Date)/MTD (Month to Date), etc. - Possess expert knowledge of Operations processes and supporting tools. - Draw up action plans for advisors requiring coaching or development. - Track attrition and performance regularly. - Provide regular updates to the Operations Manager regarding team performance. - Prepare various reports. - Perform real-time monitoring. - Manage a team of at least 18-20+ executives. - Ensure staff engagement and motivation at all times. - Be comfortable with 24*7 rotational shifts. Preferred Candidate Profile: - 2-4 years of experience as a Team Leader in a Customer Service process, BPO, or Call Center. - Equipped with adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes. - Ability to lead team members, multitask, prioritize, and meet timelines of deliverables. - Ability to mentor, coach, and provide direction to team members. - Willingness to work in a flexible schedule. - Notice Period: Candidates available to start soon will be considered favorably.

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