Call Center Lead

Job Description

Job Title: Call Center Lead Location: Trivandrum Job Summary: We are looking for a dynamic and experienced Call Center Lead to manage and oversee our customer support operations. The ideal candidate should have a strong background in international call center processes, specifically US or UK campaigns. Candidates with RSA (Remote Support Agent) or RAC (Remote Access Controller) experience will also be considered. Key Responsibilities: Lead, mentor, and supervise a team of call center agents. Monitor team performance and provide actionable feedback. Ensure high-quality service delivery and customer satisfaction. Handle escalations and support agents in complex queries. Work closely with the operations team to meet KPIs and SLAs. Generate regular performance and quality reports. Required Skills & Qualifications: Minimum 5 years of experience in a call center environment. At least 1 year of experience in a leadership or supervisory role (mandatory). Prior experience in US or UK processes is highly preferred. RSA or RAC experience is an added advantage. Excellent communication, interpersonal, and leadership skills. Strong problem-solving abilities and decision-making skills. Preferred Qualifications: Bachelor’s degree in any discipline. Exposure to CRM tools and workforce management systems. What We Offer: Competitive salary and performance-based incentives. Opportunity to work with a dynamic and growing team. Supportive work environment focused on professional development. Exposure to international call center operations. Career advancement opportunities based on performance. Comprehensive training and mentoring. Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹45,000.00 per month Benefits: Flexible schedule Provident Fund Schedule: Rotational shift Education: Bachelor's (Preferred) Work Location: In person