Team Leader

About the Role

Key Responsibilities

• Supervise and evaluate customer service staff, providing daily feedback and performance
• Monitor and assess agent calls to ensure service quality, compliance, and continuous
• Provide on-the-job support and assist team members as
• Drive team performance to meet and exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct training sessions to develop staff skills in customer service, communication, and company processes.
• Ensure all agents understand and comply with call center objectives, policies, and performance
• Prepare performance reports and analyze operational data to support management in setting goals and
• Collaborate with other team leaders and management to promote best practices and enhance overall customer satisfaction.
• Conduct regular (quarterly) performance reviews and provide constructive feedback
• Contribute to the company s growth by building a motivated and high-performing

Qualifications Requirements

• Education:

  Bachelor s degree preferred; major in Management or a related field is an advantage.

• Experience:

  Minimum of two years in a supervisory or team lead role within customer service or sales. Candidates having experience in BFSI Loan international process experience will be preferred.

• Technical Skills:

  Proficient in Microsoft Excel, PowerPoint, and Outlook; familiarity with Avaya systems is preferred.

• Communication:

  Excellent verbal and written English communication skills.

• Leadership:

  Strong people management and coaching abilities with a proven track record of motivating teams.

• Composure:

  Ability to stay calm and professional under pressure, especially during high-volume operations.

• Reporting:

  Skilled in preparing and presenting weekly and monthly performance reports to management.

• Added Advantage:

  Knowledge of background checks, pre-employment screening, or HR processes.

• Work Setup:

  Must be willing to work on-site.