Team Lead

22 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.

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