Call Center Team Lead

2 days ago

Tirupati, Andhra Pradesh, India beBeeTeamLeader Full time ₹ 35,00,000 - ₹ 70,00,000
Job Title: Call Center Team Lead

This is a dynamic role that involves managing a team of executives handling Background Verification (BGV) processes. The successful candidate will ensure timely and accurate case closures while maintaining service quality and compliance.

Key Responsibilities:
  • Lead, motivate and supervise a team of BGV call centre executives.
  • 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.
  • 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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