Call Centre Leadership Position

2 weeks ago

Bhavnagar, Gujarat, India beBeeLeader Full time ₹ 35,00,000 - ₹ 70,00,000
Leadership Role in Call Centre Team

Our company is seeking a seasoned and ambitious leader to oversee a team of call centre executives handling background verification processes. This position requires strong leadership skills, adherence to defined standards, and excellent communication abilities to ensure timely and accurate case closures while maintaining service quality and compliance.

Key Responsibilities:
  • Lead, motivate, and supervise a team of BGV call centre agents to achieve optimal performance.
  • Monitor live and recorded calls to guarantee quality, accuracy, and compliance with client-specific and internal requirements.
  • Oversee the prompt closure of verification cases while ensuring adherence to established TATs (Turnaround Times).
  • Provide ongoing coaching, feedback, and performance evaluations to enhance individual and team performance.
  • Effectively handle escalations 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:
  • Graduate degree 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 ability to manage multiple priorities in a fast-paced environment.
Why This Opportunity:
  • Be part of a reputable organisation in the industry.
  • Lead a diverse team in a collaborative and growth-driven work environment.
  • Work in a dynamic, fast-paced setting where your ideas and contributions have a meaningful impact.

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