Assistant Team Leader

Job Overview

We are seeking a responsible and proactive Assistant Team Leader to assist the Team Leader in overseeing the daily operations of a call center. The role involves supervising team performance, ensuring high-quality service delivery, aiding agents in handling escalations, and generating comprehensive performance reports on a regular basis.

Key Responsibilities

• Support the Team Leader in supervising and controlling daily call center activities.
• Supervise agent metrics including productivity, attendance, adherence, and call quality standards.
• Manage and track inbound and outbound calls to meet assigned targets.
• Monitor missed calls, callbacks, follow-up activities, and manage pending leads efficiently.
• Address and resolve queries from agents and escalate customer issues as needed.
• Conduct feedback sessions regularly to help agents enhance their performance.
• Audit call recordings and perform periodic quality assessments.
• Compile and maintain performance reports daily, weekly, and monthly.
• Maintain detailed trackers monitoring attendance, productivity, follow-ups, escalations, and other key operational metrics.
• Collaborate with various internal departments to resolve customer and patient-related concerns.
• Assist in implementing process improvements, Standard Operating Procedures (SOPs), and operational changes.
• Lead team meetings and clearly communicate process updates to agents.
• Identify team performance gaps and report findings with actionable insights to the Team Leader.
• Ensure strict adherence to call center processes, scripts, and communication guidelines.

Required Skills and Qualifications

• Graduation in any discipline.
• Between one to three years' experience in a call center or BPO setup, ideally with past roles as a Senior Executive, Subject Matter Expert (SME), or Assistant Team Leader.
• Experience in team supervision or operational support is advantageous.
• Excellent command of MS Excel, including capabilities with filters, sorting, conditional formatting, basic formulas, VLOOKUP/XLOOKUP, COUNTIF/SUMIF, and pivot tables to prepare and maintain operational trackers and reports.
• Familiarity with call center KPIs such as Average Handle Time (AHT), Answer Percentage, Conversion Rate, Productivity, Occupancy, and Quality.
• Strong interpersonal and communication skills paired with good problem-solving and decision-making abilities.
• Excellent attention to detail, ability to multitask, meet deadlines, and a customer-centric attitude.

Preferred Candidate Profile

Ideal candidates will blend strong people management with advanced data and reporting skills, enabling them to maintain efficient day-to-day team operations in support of the Team Leader.