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Role Overview

This opportunity is for a Team Leader in call centre operations for a UAE-focused project based in Noida. The role calls for someone with excellent communication skills and hands-on exposure to retail sales processes, capable of guiding a customer service team and driving performance outcomes.

Work Details

Location: Noida

Shift: Rotational

Working days: 6 days per week with rotational weekly off

Calling window: 11:30 AM to 2:30 AM

Key Responsibilities

Supervise and direct a team of customer service representatives in day-to-day call centre activities.
Drive the team toward meeting KPI, SLA, and sales objectives.
Support customers by resolving queries, managing escalations, and providing floor assistance.
Review performance data, identify gaps, and implement improvements to raise productivity.
Plan and deliver training, coaching sessions, and regular performance evaluations.

Required Profile

A graduate degree from a recognised university is required.
Applicants should have at least 2 years of experience in BPO/ITES, including 1 year or more in a Team Leader capacity.
Prior experience in a retail sales process is mandatory.
Strong verbal and written communication skills are essential.
The role requires leadership capability and a practical approach to problem-solving.
Working knowledge of MS Office and CRM platforms is expected.

Skills Needed

Team leadership
Customer service management
Sales performance orientation
KPI and SLA tracking
Escalation handling
Coaching and mentoring
Performance analysis
MS Office proficiency
CRM tools
Problem solving

Application Note

Interested candidates can share their CV with the hiring contact mentioned in the source.

Team Lead

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