
Team Lead
17 hours ago
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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