Call Center Team Lead

18 hours ago

Palakkad, Kerala, India beBeeBackgroundVerification Full time ₹ 40,00,000 - ₹ 70,00,000

Job Overview:

We are seeking an experienced Operations Manager to lead a team of executives handling Background Verification (BGV) processes, including employment, education, and address verifications.

This role requires strong leadership, process adherence, and excellent communication skills to ensure timely and accurate case closures while maintaining service quality and compliance.

  • Supervise a team of BGV call centre executives to achieve high-performance standards.
  • Monitor live and recorded calls to ensure quality, accuracy and compliance with client-specific and internal standards.
  • Oversee the timely closure of verification cases while ensuring adherence to defined TATs (Turnaround Times).
  • Provide ongoing coaching, feedback and performance evaluations to improve individual and team performance.
  • Handle escalations effectively and coordinate with internal departments (e.g., Quality Assurance, Client Servicing, HR).
  • Ensure strict adherence to data privacy, confidentiality and security protocols.
  • Conduct refresher and training sessions to keep the team updated on process changes and compliance requirements.

Requirements:

  • Graduated in any discipline.
  • 3-5 years of experience in a call centre environment, preferably in Background Verification (BGV) or the BPO industry.
  • Strong verbal and written communication skills.
  • Proficiency in MS Excel and call monitoring tools.
  • High attention to detail and the ability to manage multiple priorities in a fast-paced environment.

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