Team Lead

6 hours ago

Kolkata, West Bengal, India Golden Opportunities Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Summary:

The Team Lead will be responsible for supervising a team of customer service executives handling international voice-based operations. The role involves ensuring service delivery excellence, achieving performance targets, and maintaining a high standard of customer satisfaction through effective team management, process improvement, and coaching.

Key Responsibilities:

  • Team Management:

  • Lead, motivate, and manage a team of voice process associates to achieve KPIs (AHT, CSAT, FCR, Quality, and Attendance).

  • Conduct regular team meetings, performance reviews, and one-on-one feedback sessions.

  • Manage team rosters, attendance, and daily operations efficiently.

  • Performance & Quality Monitoring:

  • Track and analyze team performance metrics.

  • Provide coaching and mentoring to improve agent performance and product knowledge.

  • Ensure compliance with company policies, process guidelines, and client SLAs.

  • Customer Experience:

  • Handle escalations and ensure timely resolution of customer queries.

  • Identify and address process gaps affecting customer satisfaction.

  • Maintain a customer-first approach in all communications and decisions.

  • Training & Development:

  • Conduct refresher trainings and upskilling sessions as required.

  • Work closely with Quality and Training teams for process improvements.

  • Reporting & Coordination:

  • Prepare daily, weekly, and monthly performance reports.

  • Collaborate with internal stakeholders and clients for smooth process functioning.

Key Skills & Competencies:

  • Excellent communication and interpersonal skills (verbal & written).
  • Strong analytical, problem-solving, and decision-making abilities.
  • Ability to motivate and lead a team in a high-pressure environment.
  • Proficient in MS Excel, PowerPoint, and CRM tools.
  • Flexible to work in rotational shifts (including night shifts).

Educational Qualification:

  • Graduate in any discipline.
  • Postgraduate qualification preferred (not mandatory).

Experience:

  • Minimum 410 years of experience in International Voice Process (BPO/Call Center).
  • At least 1–2 years in a Team Lead / Supervisory role.
  • Experience in US/UK/Australian voice processes preferred.

  • Team Lead

    4 days ago

    Kolkata, West Bengal, India Wize Careers Consultants Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    B.Com/ M.Com, ICWA, CA Inter,1 to 3 years experience as a Financial Data Analyst/Team LeaderExposure and knowledge of Finance - Equities market expecially Company Financials and Analyst and Broker EstimatesLead a team of upto 15-20 team members

  • Team Lead

    2 weeks ago

    Kolkata, West Bengal, India Leap Finance Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About the Role :We are looking for a Team Leader - UK for our branch.You will work with the leadership team and counsellors to drive numbers and fuel yours and Leap's growth.The charter for this role will include :Meet Allotted Team targets ( Leads, Applications & Visas)Contribute in developing a strong & efficient counselling teamResolve escalations and...

  • Team Lead

    3 days ago

    Kolkata, West Bengal, India NTT Ltd. Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive. Your day at NTT DATAThe Senior...

  • Team Lead

    2 weeks ago

    Kolkata, West Bengal, India Amazon Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    At Amazon, we strive to be Earth's most customer centered company where people can find and discover anything they want to buy online. We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. Innovation and creativity are built into the DNA of the company and are encouraged at all...

  • Business Development Specialist

    2 weeks ago

    Kolkata, West Bengal, India Lead Height Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Company DescriptionLevel Hiring is dedicated to creating a comprehensive platform that empowers students from diverse backgrounds to enhance their career prospects. With a strong network and trusted Career Consultancy services, we aim to connect talent with opportunities. Our mission is to foster growth and success for individuals across various fields,...

  • Sales Team Lead

    1 week ago

    Kolkata, West Bengal, India MSR ASSESSMENT PVT LTD. Full time ₹ 2,16,000 - ₹ 3,60,000 per year

    We're Hiring: Sales Team Leader – MSR Assessment Pvt. Ltd. Are you a passionate sales professional with proven leadership skills?Do you have the drive to lead a team, achieve targets, and grow with one of India's leading consultancy firms?At MSR Assessment Pvt. Ltd., we specialize in ISO Certification and Legal Licensing services (FSSAI, Trade License,...

  • Team Lead

    1 week ago

    Kolkata, West Bengal, India 224d60df-0239-424c-b124-ddff1fc18485 Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year

    Roles and ResponsibilitiesManage daily operations of the team, ensuring efficient handling of customer queries and issues.Oversee shrinkage and attrition management to minimize losses and improve employee retention.Handle escalated cases from Level 1 agents, providing guidance on resolution strategies.Coordinate with other teams to resolve complex issues...

  • Team Lead

    6 hours ago

    Kolkata, West Bengal, India Bajaj Allianz Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Work as a Team Leader.Assess the CVs for interview, take interviews of fresh candidates, train the selected candidates to work in the organisation, documentations of the candidates, teach and groom them about the work, cold calling for the candidates

  • Team lead- Commercials and advisory

    4 hours ago

    Kolkata, West Bengal, India SasteGhar Full time ₹ 1,54,600 - ₹ 34,25,201 per year

    Job Title: Team Lead - Commercial Advisory & Transactions Location: Kolkata Experience: 10-15 years CTC:35 LPA Job Overview The Team Lead - Commercial Advisory & Transactions will oversee office leasing and transaction management, responsible for both individual and team performance. The role demands deep market knowledge, strong client relationships, and...

  • Full Stack Team Lead

    6 hours ago

    Kolkata, West Bengal, India Sun Dew Solutions Private Limited Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Company Overview:Sundew is a leading digital transformation firm with an 18-year legacy of excellence. We specialize in digital strategy, application development, and engineering, utilizing MEAN, MERN, and LAMP stacks, with PHP Laravel as our primary proficiency. We are looking for a Full Stack Team Lead with strong expertise in modern web technologies,...