Call Center Team Lead

Role Overview: As a Call Centre Team Lead at Vibrant Screen, you will be responsible for managing a team of executives handling Background Verification (BGV) processes. Your role will involve leading, motivating, and supervising the team to ensure timely and accurate case closures while maintaining service quality and compliance. Strong leadership, process adherence, and excellent communication skills are essential for success in this position. 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. Qualifications Required: - Graduate in any discipline. - 3+ 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, call monitoring tools. - High attention to detail and the ability to manage multiple priorities in a fast-paced environment. Please note that additional details about the company were not included in the job description.,