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Home
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Jobs in Mohali
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DNA Growth
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Team Lead - Calling

Team Lead - Calling

DNA Growth

2 - 6 years

4 - 8 Lacs

Mohali

Posted:13 hours ago| Platform:

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Skills Required

service quality performance monitoring team supervision kpi mentoring quality monitoring staffing performance review operations team leading performance metrics compliance call quality leadership calling team performance coaching daily operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

1. Team Supervision & Leadership

Supervise daily operations of the call handling team, ensuring productivity and service quality.
Allocate daily tasks and manage shift schedules to ensure adequate staffing and coverage.
Provide ongoing coaching, mentoring, and performance support to all team members.
Be the first point of contact for team queries and issue resolution.
Maintain a positive, accountable, and collaborative team culture.

2. Call Quality Monitoring & Feedback

Audit at least 35 calls per agent daily to ensure compliance with quality and process standards.
Monitor live calls regularly to assess call handling quality.
Provide constructive feedback and corrective training daily and weekly based on audit outcomes.
Maintain audit records and track improvements over time.

3. Training & Development

Conduct initial training for new team members and refresher training for existing staff.
Organize knowledge-sharing sessions to address common process gaps or updates.
Respond to team knowledge gaps proactively through targeted training and coaching.

4. Performance Monitoring & Reporting

Track and analyze individual and team performance metrics (KPIs), including attendance, adherence, productivity, and quality.
Prepare and share daily, weekly, and monthly performance reports with the Project Manager and leadership.
Discuss team performance weekly with the Project Manager .
Send advisory or warning emails to team members if required based on underperformance or repeated issues.
Conduct monthly performance review meetings with each team member.

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