352 Attrition Control Jobs

Job: BPO Manager Company: BLS E-Services Pvt. Ltd. Location: Gurugram, Haryana Salary: 8 LPA About BLS E-Services Pvt. Ltd. BLS E-Services is a leading tech-enabled service provider delivering citizen-centric solutions across India. With a strong focus on digital transformation, we aim to streamline service delivery through innovation, efficiency, and customer satisfaction. Job Summary We are seeking a dynamic and experienced BPO Manager to lead and optimize our customer service operations. The ideal candidate will have a proven track record in managing large teams, improving operational efficiency, and ensuring high-quality service delivery in a fast-paced environment. Key Responsibilities Oversee day-to-day operations of the BPO unit, ensuring adherence to SLAs and KPIs Develop and implement strategies to improve customer satisfaction and operational performance Lead, mentor, and manage a team of supervisors and agents across multiple processes Monitor performance metrics and generate actionable insights through dashboards and reports Collaborate with cross-functional teams to ensure seamless service delivery Handle client communications, escalations, and relationship management Drive process improvements using Lean, Six Sigma, or other methodologies Ensure compliance with company policies, data security standards, and regulatory requirements Qualifications & Skills Bachelors degree in Business Administration, Management, or related field 5–8 years of experience in BPO operations, with at least 2 years in a managerial role Strong leadership and team management skills Excellent communication and interpersonal abilities Proficiency in CRM tools, MS Excel, and reporting platforms Knowledge of industry best practices and emerging BPO technologies Certification in Six Sigma or similar process improvement frameworks is a plus What We Offer Competitive salary of 8 LPA Opportunity to work with a fast-growing digital services company Professional development and career growth Inclusive and collaborative work culture Incentive plans

Job Title: Assistant Operations Manager BPO Department: Operations Reports To: Operations Manager / General Manager Location: Vadodara Job Type: Full-Time Job Summary: The Assistant Operations Manager supports the Operations Manager in overseeing daily BPO operations, ensuring service level agreements (SLAs), quality, and productivity metrics are consistently met. This role involves managing team leads and agents, streamlining processes, handling client communications when required, and ensuring overall operational efficiency and client satisfaction. Key Responsibilities: Assist in managing day-to-day operations of assigned BPO campaigns (voice/non-voice/inbound/outbound). Supervise Team Leaders and ensure adherence to performance targets (KPIs and SLAs). Monitor team performance and provide coaching, feedback, and corrective actions as needed. Ensure compliance with client requirements, company policies, and standard operating procedures (SOPs). Analyze daily, weekly, and monthly reports and derive insights for performance improvement. Work closely with quality and training teams to implement performance improvement plans. Coordinate staffing, scheduling, and floor support to ensure adequate coverage and productivity. Address escalated issues from agents or clients and provide prompt resolution. Assist in new process transitions, training, and onboarding of staff. Support continuous improvement initiatives and participate in strategic planning. Key Performance Indicators (KPIs): SLA Achievement (AHT, FCR, TAT, etc.) Agent & Team Productivity Attrition & Absenteeism Rates Customer Satisfaction (CSAT/NPS) Quality Assurance Scores Client Feedback & Escalation Resolution Time Qualifications & Requirements: Bachelor’s degree in Business Administration, Management, or related field preferred. 3+ years of experience in BPO operations, with at least 1 year in a supervisory or managerial role. Strong understanding of BPO KPIs, call center metrics, and performance management. Excellent communication, leadership, and interpersonal skills. Proficient in MS Office tools and call center software (e.g., CRM, dialers, reporting tools). Ability to work in a fast-paced, high-pressure environment with flexibility for night shifts or rotational shifts if required. Preferred Skills: Experience in managing both voice and non-voice processes. Exposure to international clients and cross-cultural teams. Strong problem-solving and decision-making ability. Knowledge of Six Sigma or other process improvement methodologies is a plus.

Experience Required: (at least 12 years in a Team Leader role, preferably in lending sales/loan sales/credit card sales) Job Summary: We are seeking a dynamic and performance-driven Team Leader to manage and drive a team of tele-sales executives in the lending domain. The candidate will be responsible for achieving sales targets, ensuring process compliance, and enhancing team productivity while maintaining high standards of customer experience. Key Responsibilities: Lead, manage, and motivate a team of sales executives to achieve daily, weekly, and monthly loan sales targets (Personal Loans / Business Loans / Credit Cards, etc.). Monitor team performance through regular reviews, dashboards, and call audits. Ensure 100% compliance with company policies, regulatory guidelines, and lending norms. Conduct training, coaching, and mentoring sessions to improve product knowledge, objection handling, and sales skills of the team. Drive productivity and quality by minimizing attrition and ensuring high employee engagement. Maintain MIS reports on team performance, conversion ratios, leads, and closures. Coordinate with internal departments (Operations, Credit, Collections, etc.) to ensure smooth loan processing and customer satisfaction. Handle escalations and resolve customer queries effectively. Support HR in hiring, onboarding, and training of new team members. Key Skills & Competencies: Strong leadership and team management skills. Excellent communication and interpersonal skills. In-depth knowledge of lending products and BPO sales processes. Ability to analyze data, track performance metrics, and drive results. Problem-solving and conflict management skills. Target-driven with high ownership and accountability. Qualifications: Graduate/Postgraduate in any discipline. 3–6 years of experience in telesales, preferably in lending/financial services/BPO. Proven track record in achieving sales targets and managing high-performing teams.

Job Description: Position - Team Leader Qualification - Graduate Experience - Min 2 years Salary -3LPA to 3.5LPA Shift - Afternoon shift Job Description : Assist with the responsibility for the customer services development, performance and maintenance within the organisation Meet your targets and those of the team as a whole Efficient running of the team Contribute to training and development of the team Achieve maximum profitability and growth in accordance with organisation plans. Shrinkage and Attrition Management. Good Knowledge of KPI and KRA. Only candidates from customer service can apply. Graduation from any field is must. Minimum 2 years of Experience is must.

Roles and Responsibilities Manage a team of sales representatives to achieve targets and improve performance. Conduct regular coaching sessions to enhance skills, knowledge, and productivity of the team members. Develop strategies to reduce shrinkage and attrition rates through effective people management practices. Ensure timely completion of tasks, meet deadlines, and maintain high levels of customer satisfaction. Analyze KPIs such as AHT, SLA management, target achievement, lead generation, and sales strategy to optimize team performance. Desired Candidate Profile Proven track record in controlling attrition rate (attrition control) with excellent communication skills. Ability to manage multiple priorities simultaneously while meeting tight deadlines under pressure situations. 2-7 years of experience in BPO/Call Centre industry with expertise in team handling, team management, team coaching, team supervision.

As an Area Head-Mortgages in the Retail Banking division of Rural Banking, your primary responsibility is to grow and nurture the Mortgage Book. You will ensure portfolio health, focus on New Products, Segments & Channels, and champion serving the underserved. Your key responsibilities will include: - Effectively managing the team of cluster heads to drive business growth and maintain collections above 99.8% across all products. - Growing the business in both Home Loan (HL) & Loan Against Property (LAP) products with equal focus on yield. - Identifying and uplifting products and branches that are underperforming. - Creating and executing business plans on the ground as per organizational expectations. - Developing effective strategies for each product and branch based on their business and collections performance. - Managing attrition and fostering people development. - Increasing market penetration of our products. - Ensuring a rise in market share. In addition to your primary responsibilities, you will also: - Collaborate with the product and process team for continuous improvements. - Promote digital adoption within the organization. - Stay informed about market practices and recommend the implementation of best practices. - Recruit top talent to meet business requirements. Your educational qualifications should include: - Graduation in any field. - Post Graduation in any field. Ideally, you should have 6-10 years of experience in a similar role to excel in this position.,

Position Title: Team Manager Banking/BFSI Contact Centre Location: Turbhe, Navi Mumbai Role Overview: We are hiring a Team Manager to lead operations in a Banking/BFSI contact center. The role involves managing a large team, ensuring service quality, driving performance, and handling escalations to deliver superior customer experience. Key Responsibilities: Lead and manage a team to achieve KPIs (AHT, FCR, CSAT). Monitor interactions to ensure compliance and service quality. Provide feedback, coaching, and drive training initiatives. Handle escalations and resolve customer issues effectively. Prepare performance reports and support process improvements. Requirements: Minimum 1.5+ years of Assistant Manager or Team Manager experience in Banking/BFSI contact center. Strong leadership, problem-solving, and communication skills. Experience in KPI management, escalation handling, and team development. Familiarity with CRM tools, banking systems, and contact center operations.

Job Title: Delivery Manager IT Recruitment Location: Hyderabad Experience: 8+ Years Industry: Recruitment / Staffing (IT Focus) About the Role We are seeking an experienced Delivery Manager – IT Recruitment to lead and manage our recruitment delivery function. The role involves overseeing end-to-end recruitment operations, managing client requirements, driving team performance, and ensuring timely and quality delivery of IT talent across diverse technologies. Key Responsibilities Lead the IT recruitment delivery team , ensuring closure of positions within timelines. Partner with clients to understand requirements, workforce planning, and hiring needs. Allocate, monitor, and drive recruiter performance to achieve hiring targets. Ensure the team uses effective sourcing strategies (job portals, social media, referrals, headhunting). Maintain strong relationships with key stakeholders and clients to ensure satisfaction. Monitor recruitment KPIs (TAT, quality of hire, offer-to-join ratio, etc.). Train, mentor, and motivate recruiters to enhance productivity. Handle escalations, troubleshoot challenges, and ensure smooth recruitment operations. Drive process improvements, reporting, and compliance across recruitment activities. Required Skills & Experience 8–12 years of experience in IT recruitment / staffing , with at least 3+ years in a team lead or delivery management role . Strong knowledge of IT skills, emerging technologies, and hiring trends . Experience managing large recruitment teams and high-volume hiring . Excellent leadership, stakeholder management, and client engagement skills. Strong analytical, reporting, and decision-making abilities. Ability to thrive in a fast-paced, target-driven environment. Please share your resume at abhilashas@upwardiq.com/8121006015

Hiring for Team Lead profile for BPO industry

Role & responsibilities PFB the JD For Team Leader Key responsibilities and skills: Demonstrated ability to effectively manage a team. Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC. Expert knowledge of Operations processes and supporting tools. Monitoring customer interactions and providing timely feedback. Conducting quality audits on weekly basis. Studying the team data to analyze and drawing trends. Drawing up action plans for the advisors requiring coaching or development Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required. Monitoring team performance. Enable development opportunities for team through participation in various initiatives. Prepare development plans for team members and track their implementation. Answering queries raised by the team. Interaction with client on need basis for delivery. Preparing reports, incentive sheet, etc. Identifying process gaps and collaborates with the Client to formulate solutions. Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to Sr. Executives. Strong customer service skill. 6-Days working No Cab facilities Salary Budget- 35 CTC Mandatory experience in BANKING Sales. Interested candidates can connect with HR POOJA @ 9653344345 Email Resume on - pooja.rai@globiva.com

Role & responsibilities 1. Talent Strategy & Planning 2. Talent Acquisition Support 3. Performance Management 4. Succession Planning 5. Learning & Development 6. Employee Engagement & Retention 7. Diversity, Equity, and Inclusion (DEI) 8. HR Analytics & Reporting 9. Compliance & Governance 10. Stakeholder Collaboration Required Skills & Qualifications : Bachelors degree in HR, Business Administration, Psychology, or related field; Master’s preferred. 5–10 years of experience in Talent Management or broader HR roles (preferably in banking/financial services). Strong understanding of performance management, succession planning, and leadership development. Proficiency in HRIS and talent management platforms. Knowledge of local labor laws and banking compliance requirements. Excellent communication, stakeholder management, and analytical skills.

Responsibilities: * Manage team performance through coaching & KPI tracking * Lead by example, driving shrinkage & attrition reduction * Ensure AHT compliance, rostering accuracy Interview time: 7:30 pm - 9:00 pm Location: Sanpada, Navi Mumbai Health insurance Sales incentives Performance bonus

Aakash Education Services Ltd is looking for an experienced and dynamic Inside Sales Team Leader to lead a team of inside sales representatives. The TL will be responsible for driving sales performance, coaching the team, implementing strategies, and ensuring targets are achieved. Interested may share CV at vipulgupta@aesl.in / 7236980015 (WhatsApp), in the below format:- 1) Current Location 2)Current CTC 3) Total Experience 4) Current Notice Period Requirement: 1. Good communication skills. (Fluency in English/Hindi both is must) 2. Highly organized and mature with respect to human relationships, and can get the job done. 3. Candidate should be comfortable with target-based job. 4. Lead and manage a team of inside sales executives to achieve individual and team targets. 5. Experience in handling sales campaigns. 6. Should be aware and ready to follow the KRAs of team leader of BPO industry. 7. Develop and implement sales strategies to maximize customer outreach and lead conversion. 8. Manage the sales pipeline and ensure timely follow-ups. Essential Duties and Responsibilities: 1. Sales background/Education will be recommended. 2. Receiving In-bound calls and counseling for Medical and Engineering preparation. 3. Out-bond calls as per the leads receive from support team (Marketing, Admin-support). 4. Should have the capability to judge the requirements of the students and should be able to convert into admission. Educational Qualification: Graduate & Above Industry : Education / Teaching / Training/ BPO/E-commerce Previous Role : Counselling /Teaching / Tele Sales Employment Type : Permanent Job, Full Time.

Role Responsibilities: Lead and motivate a team of 20 call center operators. Drive collection efficiency by improving RPC%, PTP%, and kept rates. Conduct regular coaching, performance reviews, and shift meetings. Manage roster, shrinkage, and performance improvement plans. Job Requirements: 46 years of experience in tele-collections or customer service operations. Strong analytical and reporting skills with proficiency in call metrics. Experience in attrition control and call center team supervision. Knowledge of dialer systems and contact center operations preferred. 4o

Shift: Night Shift Job description Team Lead is a supervisor who will be assigned a team of associates to coach and lead towards achieving client goals. Plan Schedule SLAs (Service Level Agreements) timely and efficient execution Study and understand data and make data driven decisions to drive performance Maintain and discuss Plans of Action with agents to ensure smooth functioning and meet target Goals Set goals and targets, discuss with team and mobilize resources with a POA (Plan of Action) towards outperformance Conduct complete breakdown analysis on process failures, re-engineer work strategy, functions for better results Set Long term and Short term goals, work out required staffing, training needs, Quality requirements to achieve goals Monitor chats from a holistic perspective, which includes maintaining quality, basic language and product level monitoring and share feedback with agents Plan and carry out coaching conversations with team members to help them improve performance Able to lead Client calls/Calibrations Job Responsibilities Team Leader for Blended process is the first contact for all the agents and SMEs. Conduct effective pre-shift meetings with the agents to communicate daily goals and other current objectives. Communicate objectives on a daily, hourly and monthly basis to the front line associates. Utilize various techniques to audit individual front line associates to identify needs and opportunities for improvement. Deliver constructive feedback on their skills and performance. Communicate training and policy & procedure issues and needs to suppliers training personnel. Track observed agent performance versus goals on an hourly basis. Motivate and encourage the assigned team of associates. Conduct effective CSR screening interviews, as required or needed. Review and audit all Passive and Negative Survey chats per agent daily (real-time). Supervisor ratio should be a minimum of 1:15 ratio.

Note : This is an off-roll role. We are seeking a highly motivated and experienced individual to manage blue-collar manpower across multiple locations. The role involves overseeing the life cycle of manpower, ensuring smooth operations related to attendance, attrition, and absenteeism management, while enhancing employee engagement and handling grievances. The successful candidate will be responsible for managing payroll queries, incentive calculations, and data reporting to stakeholders. Manage and oversee blue-collar manpower operations, with a focus on large-scale workforce management. Handle attrition, attendance, and absenteeism issues, ensuring compliance with company policies. Lead employee engagement initiatives and address grievances promptly Oversee the life cycle management of manpower, including recruitment, deployment, and exit processes. Address payroll-related queries and manage incentive calculations and payouts. Maintain and manage data, sharing regular reports with internal and external stakeholders. Preferred candidate profile : Education Qualification: Post-graduate in Human Resource Management Strong communication skills in English and a Regional language. Proficient in collaborating with both internal and external stakeholders. Skilled in Microsoft PowerPoint, Excel, and Word. MBA freshers with prior Management Trainee experience will be preferred.

Team Leader For E- Commerce Customer Service with Experience in RISK & Fraud Prevention: 4+ Years Of Exp with Minimum 1 Year of Experience As A Team Leader In Inbound Voice Process, Where Managed Inbound Customer, RISK & Fraud in E- Commerce Process Required Candidate profile Key Skills: .Managed Teams AHT, Attrition, Shrinkage, SAL .Must have Managed Fraud & RISK Have managed Team Of Inbound Voice Customer Service With RISK & Fraud Prevention in E- Commerce Process

Job description: Should have minimum 5+ years of experience in BPO. Inbound Voice experience is mandate. Should have been designated as a Team Lead for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Candidate should have good communication Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. Location: Preferred Mumbai Based Candidates. Interested can share resume on - Bhawnas1@hexaware.com // 6260351725 Regards Bhawna

Role & responsibilities Responsibilities: Team Management & Coaching: Supervise, motivate, and guide a team of associates to achieve daily targets and KPIs. Provide regular coaching and performance feedback to improve agent skills and productivity. Conduct training sessions for new hires and ongoing development for existing team members. Performance & Quality: Monitor and evaluate team performance against key metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), Service Level Agreements (SLAs), and Average Handling Time (AHT). Conduct quality assurance checks and audits to ensure adherence to company policies and client standards. Address performance issues, implement action plans for improvement, and manage corrective actions. Operations & escalations: Ensure smooth daily workflow, manage staffing needs, and handle day-to-day operational issues. Act as the primary point of contact for escalated customer calls and complex issues. Ensure compliance with all international regulations, company policies, and client contractual agreements. Reporting & Communication: Prepare and present regular performance reports to senior management. Communicate effectively with team members, management, and other operational departments. Participate in client meetings and discussions to ensure alignment on process and performance. Qualifications: Proven experience as a Team Leader or in a similar supervisory role within a BPO or call center environment. Strong leadership, interpersonal, and communication skills, with the ability to motivate diverse teams. Excellent problem-solving, decision-making, and analytical skills. Proficiency in BPO-specific software and Microsoft Office Suite. Ability to work in a dynamic, fast-paced environment and adapt to changing shifts (including evenings, weekends, and 24/7 operations). A strong understanding of international processes and client-specific requirements. Location Gurgaon Salary Upto 7.20 LPA 5 days work, flexible to work in shifts Contact Vinay HR:- 9910155221

Role & responsibilities Key Responsibilities: Sales & Customer Service Drive store sales to meet or exceed targets. Deliver excellent customer service and resolve customer issues effectively. Implement in-store marketing strategies and promotional events. Staff Management Recruit, train, and supervise store staff. Schedule staff shifts to ensure adequate coverage. Conduct regular performance reviews and provide coaching. Operations & Inventory Oversee daily operations including opening/closing procedures Monitor stock levels and manage inventory ordering, receiving, and loss prevention Ensure compliance with health and safety standards. Financial Management Manage store budgets and control expenses. Review financial statements, sales reports, and KPIs. Make data driven decisions to improve profitability. Visual Merchandising Maintain high visual merchandising standards in alignment with brand guidelines. Ensure the store is clean, organized, and appealing to customers. Qualifications: High school diploma or equivalent (Bachelors degree preferred). 3+ years of retail management experience, preferably in a supervisory role. Strong leadership and interpersonal skills Excellent communication, organizational, and problem-solving abilities. Proficient with point-of-sale (POS) systems and Microsoft Office Suite. Ability to work flexible hours, including weekends and holidays. Key Competencies: Leadership and team development Sales and goal orientation customer focus

Aakash Education Services Ltd looking for an experienced and dynamic Inside Sales Team Leader to lead a team of inside sales representatives. The TL will be responsible for driving sales performance, coaching the team, implementing strategies, and ensuring targets are achieved. Interested may share CV at vipulgupta@aesl.in / 7236980015 (whatsaap), in the below format:- 1) Current Location 2)Current CTC 3) Total Experience 4) Current Notice Period Requirement: 1. Good communication skills. (Fluency in English/Hindi both is must) 2. Highly organized and mature with respect to human relationships, and can get the job done. 3. Candidate should be comfortable with target-based job. 4. Lead and manage a team of inside sales executives to achieve individual and team targets. 5. Experience in handling sales campaigns. 6. Should be aware and ready to follow the KRAs of team leader of BPO industry. 7. Develop and implement sales strategies to maximize customer outreach and lead conversion. 8. Manage the sales pipeline and ensure timely follow-ups. Essential Duties and Responsibilities: 1. Sales background/Education will be recommended. 2. Receiving In-bound calls and counseling for Medical and Engineering preparation. 3. Out-bond calls as per the leads receive from support team (Marketing, Admin-support). 4. Should have the capability to judge the requirements of the students and should be able to convert into admission. Educational Qualification: Graduate & Above Industry : Education / Teaching / Training/ BPO/E-commerce Previous Role : Counselling /Teaching / Tele Sales Employment Type : Permanent Job, Full Time.

Hiring for HRBP in Noida for an International KPO Location: Noida Salary: Up to 12 LPA Shift: Rotational with 2 Days off Cab: One side drop Interested candidates can call at 7903496417 / 9205503253 or mail at sumit@shadowplacements.com Required Candidate profile Min 5 Years of experience in HRBP role in a healthcare sector (mandatory) Knowledge of Shrinkage, Attrition Open to work rotational shifts PG Mass Communication / Mass Media / Public Relations / HR

we are hiring for sales team leader !!!!!!! ( motar insurance ) exp required in sales domain only we are offering salary 35k ( inhand salary ) location noida sector 16 Phone Number :- 7982601044 HR Bhumika

Aakash Education Services Ltd looking for an experienced and dynamic Inside Sales Team Leader to lead a team of inside sales representatives. The TL will be responsible for driving sales performance, coaching the team, implementing strategies, and ensuring targets are achieved. Interested may share CV at chandarani@aesl.in / 9311723086 (whatsaap), in the below format 1) Current Location 2)Current CTC 3) Total Experience 4) Current Notice Period Requirement: 1. Good communication skills. (Fluency in English/Hindi both is must) 2. Highly organized and mature with respect to human relationships and can get the job done. 3. Candidate should be comfortable for target-based job. 4. Lead and manage a team of inside sales executives to achieve individual and team targets. 5. Experience in handling sales campaigns. 6. Should be aware and ready to follow the KRAs of team leader. 7. Develop and implement sales strategies to maximize customer outreach and lead conversion. 8. Manage the sales pipeline and ensure timely follow-ups. Essential Duties and Responsibilities: 1. Sales background/Education will be recommended. 2. Receiving In-bound calls and counseling for Medical and Engineering preparation. 3. Out-bond calls as per the leads receive from support team (Marketing, Admin-support). 4. Should have the capability to judge the requirements of the students and should able to convert in to the admission. Educational Qualification: Graduate & Above Industry : Education / Teaching / Training/ BPO/Ecommerce Previous Role : Counselling /Teaching / Tele Sales Employment Type : Permanent Job, Full Time.

At Truemeds, our mission is to make healthcare affordable and accessible to all. No one should have to choose between their health and their healthcare costs. With this vision, we aim to make healthcare affordable and accessible. We are a technology-driven, telehealth platform that aims to reduce healthcare expenses and improve healthcare outcomes by democratising medicine purchases in India. We aim to become the go-to e-pharmacy for the Smart consumer to go for best-value medicines. If you are looking for exponential growth, read further. Short Job Description: We are looking for a motivated and experienced Team Lead to oversee and manage a team of over 60 call center executives. The ideal candidate will be responsible for ensuring the team’s overall performance, meeting sales targets, maintaining quality standards, and fostering a professional and productive work environment. This role demands excellent leadership skills, the ability to handle high-pressure situations, and a commitment to achieving organizational goals. Responsibility : The key responsibilities of the Resource Planning Manager include: End to End Team Management: Lead, motivate, and manage a team of more than 60 call centre executives Act as the primary point of contact for team-related queries, escalations, and concerns. Monitor daily operations and ensure that all team activities align with company policies and objectives Attendance and Roster Management: Ensure proper attendance tracking and adherence to schedules by all team members Prepare and manage rosters to ensure adequate coverage during shifts Address attendance issues and implement corrective measures where necessary Quality Performance Assurance: Monitor call quality and adherence to protocols with the help of quality team by regularly reviewing call recordings and performance metrics. Provide constructive feedback and actionable recommendations to team members to enhance their performance Capacity Adherence and Order Processing: Ensure availability of requirement number of executives on floor to process orders Manage crisis situations through pre-planning of activities, creating backups to ensure continuity in the floor operations Ensure that all orders are processed accurately and within the set target timelines Monitor order fulfilment rates and implement process improvements as needed. Training and Development: Organize and oversee regular training sessions for call centre executives to enhance their skills and knowledge. Coordinate with trainers and subject matter experts to provide relevant and up-to-date training content Identify skill gaps and create personalized development plans for team members Professional Conduct and Floor Behaviour: Ensure that all team members maintain professional behaviour and adhere to the company’s code of conduct Address and resolve incidents of inappropriate behaviour swiftly and effectively. Promote a respectful and collaborative work culture Ideal Profile : Bachelor’s degree in Business Administration, Communications, or a related field Proven experience as a Team Lead or in a similar leadership role within a call centre environment Strong understanding of call centre operations, including quality assurance and sales processes Exceptional communication, organizational, and leadership skills Ability to handle high-pressure situations and manage multiple tasks simultaneously Proficient in using call centre software and performance tracking tools Strong analytical skills with the ability to interpret performance data and implement improvement strategies