Team Lead - Control Tower

Fleetx

3 - 5 years

5 - 10 Lacs

gurugram

Posted:1 week ago| Platform:

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Skills Required

call monitoring supervision call quality report generation tracking call audit team handing analysis reports kpi

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:

Supervise and mentor a team of 20 calling executives.
Manage shift schedules, task allocation, and ensure staffing coverage.
Conduct regular team meetings and performance reviews.
Ensure each violation alert is followed by a timely call to the concerned driver.
Monitor adherence to call scripts and quality protocols.
Review and verify the accuracy of recorded responses.
Identify and escalate serious or repeated violations to the customer or client promptly.
Maintain escalation logs with timestamps and response history.
Generate daily, weekly, and monthly reports on call volumes, closure rates, violation types, and team productivity.
Track key KPIs such as call adherence, response quality, TAT, and resolution efficiency.
Onboard and train new calling agents.
Implement call quality monitoring and provide feedback to improve communication and professionalism.

Desired Skills & Experience:

4-6 years of experience in a BPO, Call Center, or Field Operations coordination role, with at least 12 years in a team lead or supervisory position.
Strong communication skills in Hindi and English (other regional languages are a plus).
Proven experience in driver support, logistics, or fleet operations is preferred.
Working knowledge of CRM or ticketing systems.
Ability to analyze data, identify trends, and take corrective actions.
Calm under pressure with excellent conflict resolution and team-building skills.

Offerings:

A dynamic and challenging work environment with significant growth opportunities
Competitive salary and benefits package.
Comprehensive medical and accidental coverage for employees and their families.

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