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Caledon Technologies India
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Team Lead (Call Center Department)

Team Lead (Call Center Department)

Caledon Technologies India

5 - 8 years

0 - 2 Lacs

bengaluru

Posted:6 days ago| Platform:

Apply

Skills Required

call center operations quality assurance & compliance customer service excellence exception handling problem-solving & decision making workforce scheduling & attendance management coaching & mentoring strong communication & interpersonal skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position:

Role Overview

Team Lead

Key Responsibilities

Lead and supervise a team of
20 call center agents
to achieve daily, weekly, and monthly targets.
Monitor team performance and provide regular coaching, feedback, and training.
Handle escalated customer queries and resolve issues within defined timelines.
Prepare and share daily/weekly/monthly reports with management.
Ensure adherence to quality standards, company policies, and call center protocols.
Drive performance improvement initiatives to increase productivity and customer satisfaction.
Manage workforce scheduling, attendance, and leave planning.
Foster a positive work environment that encourages teamwork and accountability.

Required Qualifications & Skills

Minimum
5 years of call center experience
, with at least
2 years in a leadership/managerial role
.
Proven track record of managing a team size of
15–20 members
.
Strong communication, coaching, and motivational skills.
Ability to work under pressure and handle escalations effectively.
Proficient in MS Excel, CRM systems, and call center reporting tools.
Strong analytical and problem-solving skills.

Compensation & Benefits

Salary:
Up to 6 LPA (based on experience and performance).
Performance-based incentives.
Opportunity for career growth and leadership development.

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