Team Leader

Overview

Team Leader (Operations) responsible for day-to-day supervision of a group of call center associates and achieving service and performance targets.

What you'll do

• Supervise call center associates' work and attendance monitoring.
• Coach direct reports regularly to achieve weekly performance metrics.
• Identify performance issues, create improvement action plans, and implement corrective actions up to termination.
• Ensure customer service meets contractual KPIs and financial expectations.
• Provide timely employee updates and communicate expectations.
• Handle escalated customer calls as subject matter expert.

What you'll need

• Associate's degree in a related field.
• Two to four years of relevant experience (preferred).
• Skills to develop and coach team members to meet performance expectations.
• Strong written and verbal communication skills.
• Ability to lead multi-tasking, prioritization, and meeting timelines.
• Ability to mentor, coach, and provide direction to a team.
• Willingness to work a flexible schedule.

Details

• Location: Gurugram (SP Infocity, Plot no 243 Udyog Vihar, Dundahera).
• Employment type: Full time.