Assistant Team Leader

Job Description:

Company : Dialdesk BPO

Job Title: Assistant Team Leader (ATL)
Department: Operations
Location: Onsite

About the Role

The Assistant Team Leader will support the Team Leader in managing day-to-day operations, guiding a team of agents, monitoring performance, and ensuring delivery of KPIs. The role requires strong communication skills, problem-solving ability, and experience in customer support or outbound/inbound calling.

Key Responsibilities

• Assist the Team Leader in managing team performance and daily operations.
• Monitor call quality, productivity, and adherence to process guidelines.
• Handle escalations and provide resolutions within TAT.
• Coach, train, and guide agents to improve performance and service quality.
• Prepare daily/weekly reports and share updates with the Team Leader/Management.
• Support in workforce planning, attendance tracking, and shift management.
• Ensure compliance with process SOPs, customer expectations, and SLAs.
• Motivate team members and maintain a positive work environment.

Skills & Requirements

• Minimum 1–2 years of experience in BPO operations (inbound/outbound/chat/email).
• Prior experience as a senior agent or SME preferred.
• Good communication, coaching, and people-management skills.
• Strong analytical skills and basic knowledge of reporting tools (Excel, CRM, Dialer).
• Ability to work under pressure and manage multiple tasks.
• Flexible with shifts if required.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person