Team Lead

Job Title: Team Leader – B2C Call Center (PST & PET Teams)

Function: Sales & Business Operations

Company: Ambak Fintech Pvt Ltd

Experience: Minimum 3 years in B2C Call Center

Role Overview:

We are looking for a high-performing Team Leader with hands-on experience managing B2C outbound or service-based call center teams. The ideal candidate must have a minimum of three years of team leadership experience and will be responsible for overseeing the PST and PET teams, ensuring strong execution, performance delivery, and operational excellence.

Key Responsibilities:

• Manage and lead a team of B2C call center executives (PST & PET Teams)
• Conduct daily huddles, feedback sessions, training, and performance reviews
• Ensure daily performance targets are met (logins, calls, conversion %, productivity)
• Monitor KPIs including attrition, shrinkage, occupancy, AHT, contractibility
• Drive dialer utilization, lead penetration, and calling effectiveness
• Ensure 100% adherence to SOPs, quality parameters, and call hygiene

Operational Metrics Ownership:

• Track and improve key contact-center metrics
• Manage productivity dashboards and performance reports
• Ensure accurate data flow between operations and management

Stakeholder & SLA Management:

• Work closely with Quality, HR, Product, and Training teams
• Own SLAs related to productivity, turnaround times, and lead utilization
• Ensure smooth communication and timely escalation handling

What We're Looking For:

• Minimum 3 years experience managing B2C call center teams
• Strong understanding of outbound operations and calling metrics
• Hands-on with CRM & dialer systems (Ameyo/Exotel preferred)
• Excellent communication, leadership, and people management skills
• Strong problem-solving ability and a metrics-driven mindset

Why Join Us?

• High-impact role with ownership of key operational metrics
• Lead high-performing PST & PET teams in a fast-paced environment
• Collaborative culture with strong focus on execution excellence
  

Location: Plot No. 136 Rider House 4th Floor Sector – 44 Gurugram, Haryana.