Call Centre Team Leader

Position: Call Center Team Leader
Location: Agartala, Tripura
Qualification: Graduation (any discipline)
Experience: 2–3 years of relevant experience in a call center environment, preferably in a supervisory or team-leading role
Language Proficiency: Must be fluent in Bengali; working knowledge of Tripuri is desirable

About the Role:

We are looking for a dynamic and motivated Team Leader to manage the operations of a veterinary emergency response call center in Agartala, Tripura. The center provides vital telephonic support for veterinary services to livestock owners across the state. The selected candidate will be responsible for supervising a team of executives, ensuring high service quality, and coordinating with both internal teams and field-level stakeholders to address livestock-related emergencies. This position is being offered under the payroll of Samvedna Development Society.

Key Responsibilities:

• Team Supervision:

Manage, guide, and support a team of emergency response executives. Ensure all team members are aligned with their daily tasks and performance expectations.

• Operational Oversight:

Monitor the overall performance of the call center, including tracking call volumes, response times, and service quality. Take proactive measures to ensure smooth and uninterrupted operations.

• Service Quality Management:

Maintain a high standard of service delivery by providing regular feedback to the team, identifying training needs, and implementing best practices.

• Coordination and Communication:

Liaise with internal departments and external field teams to ensure that livestock emergencies are addressed promptly and efficiently. Facilitate clear and timely communication between all stakeholders.

• Reporting and Documentation:

Prepare daily, weekly, and monthly reports highlighting performance metrics, operational challenges, and improvements. Present insights and updates to the management team as required.

• Problem Resolution:

Handle escalated calls or complex issues, providing real-time solutions and guidance. Identify bottlenecks in operations and implement corrective actions.

Ideal Candidate Profile:

• Demonstrates strong leadership and interpersonal skills
• Has the ability to multitask and work in a high-pressure environment
• Possesses excellent communication and problem-solving abilities
• Is comfortable with basic computer applications and reporting tools
• Shows commitment to animal welfare and rural service delivery

How to Apply:

Interested candidates who meet the above requirements are encouraged to send their updated resume to:
mohinee.thakur@sdsorg.in

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹37,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Work Location: In person

Speak with the employer
+91 9319653176