Call Center Team Lead should oversees daily operations to ensure students maintain academic momentum and submit required enrollment or compliance documents. This involves motivating frontline agents, driving process adherence, monitoring KPIs (like First Call Resolution and Average Handle Time), and stepping in for escalated issues. [1, 2, 3]
Core Responsibilities
- Team Leadership & Motivation: Lead and mentor a team of 50 contact center agents, providing daily coaching, regular performance reviews, and targeted training.
- Progress Monitoring: Track student course completion rates, intervention milestones, and outreach effectiveness.
- Document Collection & Compliance: Ensure agents accurately track, collect, and verify critical student documents while maintaining strict data privacy.
- Escalation Management: Act as the primary point of contact for complex or unresolved student issues related to course progress or missing documents.
- Performance Tracking: Measure Key Performance Indicators (KPIs) such as document turnaround time, call resolution rates, and quality assurance scores.
Key Requirements
- Experience: Minimum 2–5 years in a BPO, educational, or collection call center environment, with proven supervisory or team lead experience.
- Technical Skills: Proficiency with Customer Relationship Management (CRM) tools, dialer systems, and database tracking software.
- Interpersonal Abilities: Excellent conflict resolution, verbal communication, and coaching skills.
- Analytical Aptitude: Ability to analyze team performance metrics and generate actionable reporting for senior management.
Pay: ₹25,000.00 - ₹50,000.00 per month
Work Location: In person
