Team Lead

2 days ago

Delhi Gurugram NCR New Delhi, India Global Assure Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description: Team Lead/Team Leader

Location: Gurgaon (Work from Office)

Function: Customer Service

About Global Assure

Global Assure is a comprehensive Value-Added Services (VAS) partner, empowering NBFCs, OEMs, and businesses to create deeper customer loyalty by offering assurance beyond products. With a strong foundation in Automobile Roadside Assistance (RSA) and extended services like Warranty, Travel Assistance, Health Assistance, and more, we are committed to trust, reliability, and service excellence.

About the Role

We are seeking an experienced Call Centre Team Leader to oversee the end-to-end operations for a prominent automotive OEM client. This is a critical position that requires deep understanding of automotive call centre workflows and a hands-on approach to both inbound and outbound functions.

This role is urgent and high-priority, and we are looking for candidates who can hit the ground running with minimal ramp-up time.

Key Responsibilities

  • Manage day-to-day call centre operations, including:

o RSA (Roadside Assistance) requests

o Outbound sales calling

o Test drive appointment scheduling

o Customer engagement through marketing campaigns

  • Supervise and support a team of agents to ensure performance targets (SLAs/KPIs) are met
  • Monitor call quality, service delivery, and customer satisfaction
  • Collaborate with internal stakeholders and the client to align on campaign strategies and execution
  • Provide coaching, feedback, and training to improve agent performance
  • Analyze data and prepare performance reports for leadership review
  • Manage shift schedules, escalations, and resource allocation to ensure smooth operations

Required Qualifications & Experience

  • Minimum 4 - 6 years of experience in a call centre leadership role, preferably with an automotive OEM or dealership
  • Proven track record in handling both inbound (e.g., RSA, customer service) and outbound (e.g., sales, marketing) call operations
  • Excellent communication, team management, and conflict resolution skills
  • Ability to thrive in a fast-paced, client-facing environment
  • Proficiency in CRM and contact centre tools/platforms

Contact - Neha Luthra

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