Team Lead

2 days ago

Gurgaon, Haryana, India Fleetx Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Responsibilities:

  • Supervise and mentor a team of 20 calling executives.
  • Manage shift schedules, task allocation, and ensure staffing coverage.
  • Conduct regular team meetings and performance reviews.
  • Ensure each violation alert is followed by a timely call to the concerned driver.
  • Monitor adherence to call scripts and quality protocols.
  • Review and verify the accuracy of recorded responses.
  • Identify and escalate serious or repeated violations to the customer or client promptly.
  • Maintain escalation logs with timestamps and response history.
  • Generate daily, weekly, and monthly reports on call volumes, closure rates, violation types, and team productivity.
  • Track key KPIs such as call adherence, response quality, TAT, and resolution efficiency.
  • Onboard and train new calling agents.
  • Implement call quality monitoring and provide feedback to improve communication and professionalism.

Desired Skills & Experience:

  • 4-6 years of experience in a BPO, Call Center, or Field Operations coordination role, with at least 12 years in a team lead or supervisory position.
  • Strong communication skills in Hindi and English (other regional languages are a plus).
  • Proven experience in driver support, logistics, or fleet operations is preferred.
  • Working knowledge of CRM or ticketing systems.
  • Ability to analyze data, identify trends, and take corrective actions.
  • Calm under pressure with excellent conflict resolution and team-building skills.

Offerings:

  • A dynamic and challenging work environment with significant growth opportunities
  • Competitive salary and benefits package.
  • Comprehensive medical and accidental coverage for employees and their families.

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