Team Leader

• Team Oversight & Scheduling: Lead, motivate, and support agents; maintain optimal staffing levels; manage breaks and shift coverage in a 24/7 environment.
• Monitoring & Reporting: Track KPIs like response time, resolution time, quality scores, and client satisfaction; prepare and deliver performance reports.
• Escalation Handling: Serve as the escalation point for serious or complex cases; collaborate quickly with internal departments and external clients to resolve emergencies.
• Coaching & Quality Assurance: Conduct live and post-call audits, provide targeted micro‑coaching on urgency handling, communication quality, protocol adherence, and accurate documentation.
• Training & Development: Create specialized training for emergency procedures, adherence to legal/regulatory guidelines, empathy skills, and stress resilience.
• Client Satisfaction & Relationship Management: Act as liaison with clients to align processes, update on critical incidents, resolve contractual issues, and foster trust.
• Quality & Process Improvement: Analyze performance metrics for shrinkage, attrition, protocol breaches, and design improvement plans; optimize workflows to minimize delays.
• Floor Support & Contingency Management: Be present on shift floor to support agents during peak emergencies; coordinate contingency plans for unexpected call spikes or system outages.

Job Types: Full-time, Permanent

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

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Morning shift
• Rotational shift

Supplemental Pay:

• Overtime pay
• Performance bonus
• Shift allowance

Work Location: In person

Speak with the employer
+91 7400519304