Telecalling Team Leader

2 - 31 years

3 - 4 Lacs

kurla west mumbai/bombay

Posted:6 days ago| Platform: Apna logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities1. Client Coordination Act as the primary point of contact for day-to-day client communication Share regular performance updates, reports, and address client concerns Ensure adherence to client SLAs and operational guidelines 2. Team Performance Management Monitor individual and team performance against defined KPIs Provide coaching, feedback, and performance improvement plans Motivate team members to achieve productivity and quality targets 3. Call Quality & Audits Conduct regular call monitoring and quality audits Ensure compliance with process, scripts, and quality standards Identify training needs and coordinate refresher sessions 4. Rostering & Workforce Management Prepare and manage shift rosters to ensure adequate coverage Handle attendance, leaves, and backup planning Optimize staffing to meet call volume requirements 5. Operational Oversight Manage daily huddles and team briefings Ensure smooth handling of escalations and customer issues Maintain discipline and adherence to company policies Desired Skills & CompetenciesStrong people management and leadership skills Excellent communication and client-handling abilities Good understanding of domestic BPO processes Ability to analyze performance data and take corrective action Proficient in MS Excel and basic reporting tools

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