Call Center Team Lead

15 hours ago


Delhi, Delhi, India AVE-Promagne Business Solutions Full time ₹ 6,00,000 - ₹ 12,00,000 per year

We are seeking a Customer Service Supervisor (International Voice) to manage a team in our BPS operations. Responsibilities include monitoring call performance, ensuring SLA compliance, handling escalations, and coaching associates. Candidates with 03 years of supervisory/team lead experience in international voice processes will be considered.

Key Responsibilities:

Lead and manage a team of associates to achieve defined KPIs.

Monitor and control Attrition, Shrinkage, and ensure optimal resource utilization.

Track and improve AHT, FCR (First Call Resolution), and quality scores.

Conduct regular team meetings, coaching sessions, and performance reviews.

Collaborate with operations and HR to address performance and behavioral issues.

Prepare and analyze reports on operational performance and present insights to management.

Key Skills:

Strong command over operational metrics like Attrition, Shrinkage, AHT, CSAT, and Productivity.

Leadership and people management skills.

Excellent communication and conflict resolution abilities.

Experience with CRM/ticketing tools and reporting systems.


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