Team Leader - Operations

Kan Tech Solutions Private Limited

2 - 31 years

1 - 2 Lacs

gariahat kolkata/calcutta

Posted:1 day ago| Platform: Apna logo

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Skills Required

reports training compliance regulations communication leadership crm data analysis reporting excel metrics score

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities Supervise and manage daily activities of call center agents Assign targets and schedules (calls, shifts, breaks) Monitor call quality, AHT, FCR, CSAT, and productivity Handle customer escalations and complex complaints Coach, train, and motivate agents to improve performance Ensure SLA and KPI targets are met Prepare daily/weekly MIS reports Coordinate with QA, training, and operations teams Ensure compliance with company policies and telecom regulations Skills Required Strong communication and leadership Customer handling & conflict resolution Knowledge of CRM systems and call-center tools Basic data analysis & reporting (Excel/MIS) Ability to work under pressure and manage teams Key Metrics (KPIs) Average Handling Time (AHT) First Call Resolution (FCR) Customer Satisfaction (CSAT) Call Quality Score Agent productivity & adherence

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Kan Tech Solutions Private Limited

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Team Leader - Operations