Team Leader

Hiring !! Hiring !!

Team Leader

Department:

Location:

Job Summary:

The Call Center Team Leader is guiding, and supporting a team of call center team, Regarding Financial product like Insurance, Mutual Fund, SIP, Bond etc. .meet performance targets, and ensure smooth operations. This role requires strong leadership, problem-solving skills, and the ability to improve team performance through coaching and quality monitoring.

Key Responsibilities

1. Team Management

* Lead and supervise call center agents during shifts.

* Monitor team performance on daily KPIs such as AHT, SLA, productivity, and quality.

* Conduct regular coaching sessions and one-on-one reviews.

2. Call Quality & Process Compliance

* Listen to calls and assess team performance.

* Provide feedback to improve communication, soft skills, and process adherence.

* Ensure team follow scripts, quality standards, and compliance guidelines.

3. Customer Service Excellence

* Address escalated customer complaints and resolve issues effectively.

* Ensure high customer satisfaction scores

Maintain a professional and empathetic customer-focused environment.

4. Performance Reporting

* Track daily/weekly/monthly team performance metrics.

* Prepare MIS reports for management.

Monitor call volumes, queue status, and workflow efficiency.

5. Training & Development

* Conduct onboarding training for new team.

* Organize refresher training sessions on updates, product knowledge, or process changes.

* Support skill development and career progression within the team.

6.Operational Support

* Coordinate with other departments such as Quality, HR, and IT when required.

* Assist in implementing new tools, systems, or procedures.

* Ensure adherence to company policies and attendance standards.

Key Skills

* Team Leadership & Coaching

* Good knowledge of Financial product like Insurance, Mutual Fund, SIP, Bond etc.

* Customer Service Management

* Quality Monitoring

* KPI Tracking (AHT, SLA, CSAT, Productivity)

* Conflict Resolution

* Reporting & MIS

* Communication & Soft Skills

* Process Improvement

Salary:

Experience:

Employment Type: -

Education: -

INTERESTED CANDIDATES APPLY ON :- recruitment@rrfcl.com

CALL ON: 8178997840