Call Center Team Leader

Job Description

Job Title: Call Center Lead Department: Customer Service / Call Center Reports To: Call Center Manager / Operations Manager Location: Sitra, Coimbatore Job Type: Day Shift Language required: Hindi and English Job Summary: We are seeking a motivated and experienced Call Center Team Leader to supervise daily operations and support a team of customer service representatives. The ideal candidate will be responsible for monitoring performance, ensuring high levels of customer satisfaction, coaching team members, and contributing to process improvement. Key Responsibilities: Supervise and support a team of call center agents to meet performance targets (e.g., call handling time, customer satisfaction, quality assurance). Conduct regular performance reviews and provide feedback, coaching, and development opportunities. Handle escalated customer complaints or complex queries effectively. Monitor call center metrics and report on team performance to management. Schedule and manage shifts to ensure adequate coverage. Assist in hiring, training, and onboarding new agents. Collaborate with other departments to ensure consistent and seamless customer experience. Ensure adherence to company policies, procedures, and quality standards. Drive a culture of accountability, engagement, and continuous improvement. Qualifications and Skills: Proven experience as a call center team leader, supervisor, or senior agent. Strong leadership, coaching, and people management skills. Excellent communication and interpersonal abilities. Ability to analyze data and use it to drive performance improvements. Problem-solving skills and the ability to remain calm under pressure. Familiarity with call center technology (e.g., CRM systems, call monitoring tools). Flexibility to work in shifts, including evenings and weekends as needed. Education and Experience: High school diploma or equivalent (Bachelor’s degree preferred). Minimum 2–3 years in a call center environment, with at least 1 year in a supervisory or leadership role. Sandhya Nair Recruitment Manager Phone Number: 7530086292 www.prominance.com I www.homworks.com Job Types: Full-time, Permanent, Fresher Pay: ₹35,000.00 - ₹40,000.00 per month Benefits: Food provided Health insurance Leave encashment Life insurance Provident Fund Schedule: Day shift Morning shift Language: Hindi (Preferred) Work Location: In person