Telecalling Team Leader

Overview

The Telecalling Team Leader plays a crucial role in overseeing a team of customer service representatives within the call centre. This position involves monitoring and improving team performance, ensuring adherence to operational goals, handling escalated issues, and maintaining high standards of customer satisfaction.

Key Responsibilities

• Lead and inspire call centre agents to meet daily, weekly, and monthly performance goals.
• Track and evaluate team metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), Quality Scores, and overall Service Levels.
• Conduct daily briefings, performance assessments, coaching, and provide constructive feedback.
• Listen to calls for quality and communication improvement, ensuring compliance with procedures.
• Address and resolve escalated customer complaints promptly and effectively.
• Manage attendance, punctuality, and adherence to schedules within the team.
• Generate performance reports for management regularly.
• Identify skill gaps and facilitate training and professional growth of team members.
• Maintain compliance with company policies, SOPs, and quality benchmarks.
• Work closely with quality assurance, training, workforce management, and operations departments.
• Recognize performance shortcomings and implement strategies to enhance productivity and satisfaction.
• Foster a collaborative and accountable work atmosphere that promotes employee engagement.
• Assist in new hires onboarding and conduct process training as needed.

Required Qualifications and Skills

• Excellent communication skills, both oral and written.
• Demonstrated leadership qualities with effective team management and coaching skills.
• Strong problem-solving and decision-making capabilities.
• Ability to professionally manage customer escalations and issue resolutions.
• In-depth understanding of call centre performance indicators and quality management.
• Proficient in MS Excel, CRM software, and call centre operation tools.
• Capacity to work efficiently under pressure and meet business targets.
• Prior experience in customer service or call centre roles is essential.

Experience Expectations

Candidates typically bring 1 to 3 years of experience in call centre or customer service environments, with prior roles as Senior Customer Service Representatives, Subject Matter Experts, or Team Leaders being advantageous. Exact requirements may vary by organisation and process.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Quality Assurance Score (QA Score)
• Service Level Achievement
• Team Productivity and Target Achievement
• Attendance and Schedule Adherence
• Customer Complaint Resolution
• Employee Attrition and Team Engagement

Compensation

The monthly remuneration for this position ranges between ₹20,000 and ₹22,000.