Team Leader - BPO

We are looking for a dynamic and experienced Team Leader to join our Customer Relation Center team. The ideal candidate will have strong leadership skills and a proven track record of managing call center teams effectively.

Key Requirements:

• Minimum 2 years of experience as a Team Leader in a call center / contact center environment

Good understanding of all call center operational aspects including:

• Attrition & retention management
• Shrinkage calculation & control
• Schedule adherence & roster planning
• Productivity & quality monitoring
• Target vs. achievement tracking and reporting
• Excellent communication, coordination, and team management skills
• Strong analytical mindset with the ability to work with MIS/data sheets and performance dashboards

Key Responsibilities:

• Lead, motivate, and manage a team of Customer Relationship Executives.
• Monitor daily call performance and ensure adherence to targets & KPIs
• Prepare and review rosters, manage shrinkage, and drive schedule adherence
• Work closely with MIS, Quality, and Training teams to enhance team performance
• Handle escalations, resolve process-related issues, and maintain high customer satisfaction
• Share daily, weekly, and monthly reports with management on team performance and improvement plans

What We Offer:

• Dynamic work environment with a reputed automotive brand
• Opportunities for growth and career development
• Supportive leadership and a collaborative team culture

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Experience:

• Call Center Team Leader: 2 years (Required)

Work Location: In person