Call Center Operations Manager

17 hours ago

Kolkata, West Bengal, India beBeeLeadership Full time ₹ 16,969 - ₹ 1,69,690
Job Title

Team Leader.

Job Description

The role of a Team Lead is to oversee the daily operations of a call center. This includes setting clear goals and deadlines, monitoring team performance, and providing feedback to improve efficiency. The Team Lead must also motivate and lead their team members to ensure they meet their targets.

Responsibilities include:

  • Overseeing day-to-day operations at the Samvad Kendra (call center).
  • Setting clear team goals and deadlines for achievement.
  • Monitoring team performance and reporting on metrics.
  • Motivating and leading team members.
  • Assigning campaigns to agents and ensuring compliance with guidelines.
  • Checking hourly agent performance and providing feedback.
  • Conducting audits and offering constructive feedback.
  • Reviewing MIS reports (WDR, APR, CAR).
  • Identifying training needs and providing coaching as necessary.
  • Listening to team members' feedback and resolving issues or conflicts.
  • Ensuring all activities are handled effectively at the Call Center Level.
  • Performing HR support functions at the center level, including agent hiring.
  • Engaging with social media on behalf of agents reporting to them.
  • Maintaining discipline within the call center.
  • Securing and managing inventory of call center items.
Required Skills and Qualifications

To succeed in this role, you will need:

  • 1-2 years of experience as a Team Leader or Supervisor.
  • Strong computer skills and proficiency in MS Excel.
  • Excellent communication and leadership abilities.
  • Organizational and time-management skills.
  • Decision-making skills.
Benefits

This role offers:

  • A competitive salary structure.
  • A supportive work environment.

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