Call Centre Team Lead

2 days ago

Alwar, Rajasthan, India beBeeLeadership Full time ₹ 40,00,000 - ₹ 70,00,000
Lead a team of call centre executives handling Background Verification (BGV) processes.A strong leader with experience in motivating and supervising a team is required to oversee the timely closure of verification cases while ensuring adherence to defined TATs.The successful candidate will be responsible for monitoring live and recorded calls to ensure quality, accuracy and compliance with client-specific and internal standards.This role involves ongoing coaching, feedback and performance evaluations to improve individual and team performance.Escalations must be handled effectively and coordination with internal departments will be required.Ensuring strict adherence to data privacy, confidentiality and security protocols is also crucial.Conducting refresher and training sessions to keep the team updated on process changes and compliance requirements will be essential.Key Responsibilities:
  • 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.
  • 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.
  • 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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