Call Center Team Lead

Job Type:

Location:

Experience:

Salary

Company Description:

Welcome to Vibrant Screen - Count on us for all your background verification needs. Since 2002, Vibrant Screen has been committed to providing the most accomplished, precise, and accountable employee background check services in the industry. Our focus on trust and transparency ensures that you have all the information you need to build a safe and trusted workforce. Our blend of advanced technology and industry expertise enables us to provide tailored services that address the unique needs of our clients.

Job Overview:

We are seeking a proactive and experienced Call Centre Team Lead to manage a team of executives handling Background Verification (BGV) processes, including employment, education, and address verifications. This role requires strong leadership, process adherence, and excellent communication skills to ensure timely and accurate case closures while maintaining service quality and compliance.

Key Responsibilities:

• Lead, motivate and supervise a team of BGV call centre executives.
• Monitor live and recorded calls to ensure quality, accuracy and compliance with client-specific and internal standards.
• Oversee the timely closure of verification cases while ensuring adherence to defined TATs (Turnaround Times).
• Provide ongoing coaching, feedback and performance evaluations to improve individual and team performance.
• Handle escalations effectively and coordinate with internal departments (e.g., Quality Assurance, Client Servicing, HR).
• Ensure strict adherence to data privacy, confidentiality and security protocols.
• Conduct refresher and training sessions to keep the team updated on process changes and compliance requirements.

Requirements:

• Graduated in any discipline.
• 3-5 years of experience in a call centre environment, preferably in Background Verification (BGV) or the BPO industry.
• Strong verbal and written communication skills.
• Proficiency in MS Excel and call monitoring tools.
• High attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Why Join Us:

• Be part of a company with a strong reputation in the industry.
• Lead a diverse team in a collaborative and growth-driven environment.
• Work in a dynamic, fast-paced environment where your ideas and contributions have a meaningful impact.

To apply, please send your resume directly to [HIDDEN TEXT] or contact us at 9513621282 for further inquiries. We look forward to hearing from you!