Team Lead & Assistant Manager - Call Center Operations

Overview

We are seeking a Team Lead to oversee day-to-day activities of a call center team in Hyderabad. This role demands responsibility for meeting performance targets by coaching, motivating, and managing a group of associates while upholding organizational values and standards.

Key Responsibilities

• Manage daily supervision of call center associates, ensuring all performance metrics are met through effective coaching and accountability.
• Monitor attendance and work in compliance with company policies as well as relevant labor regulations.
• Regularly provide performance feedback and coaching to maintain consistent high-quality output from the team.
• Detect performance challenges, formulate improvement plans, and implement necessary corrective measures.
• Guarantee that service levels align with contractual Key Performance Indicators (KPIs) and financial goals.
• Clearly communicate expectations and provide timely updates to team members.
• Offer expertise by handling escalated calls when needed.
• Organize and lead team meetings to ensure effective two-way communication and promote open dialogue.
• Keep up to date with internal policies, procedures, and participate in management training initiatives.
• Uphold and embody company values, leading by example in all activities.

Required Qualifications and Skills

• Bachelor’s degree or equivalent undergraduate qualification is mandatory.
• 2 to 4 years of relevant experience in call center operations or similar roles is preferred.
• Proven ability to motivate and coach team members to achieve operational targets.
• Capability to perform well under pressure and ensure thorough completion of tasks.
• Excellent verbal and written communication skills.
• Strong leadership qualities, proficiency in multitasking, prioritization, and adherence to deadlines.
• Demonstrated mentoring and coaching capabilities.
• Willingness to work flexible schedules as required by operational needs.

Additional Information

For inquiries, please contact Apoorva at 9986600010 or Olin at 7848820049.