We are looking for an experienced and performance-driven Senior Team Leader to oversee multiple teams, strengthen operational discipline, and support the Operations Manager in delivering business and client objectives.
This will be a leadership position above the existing Team Leaders and will serve as an aspirational career-growth role for the other Team Leaders within the organisation.
Industry: Customer Service / BPO / Call Centre Operations
Employment Type: Full-Time
Work Mode: Work from Office
Key Responsibilities
- Supervise, guide, and review the performance of Team Leaders and their respective teams.
- Ensure achievement of operational KPIs, including productivity, quality, customer satisfaction, attendance, and adherence.
- Conduct regular performance reviews and drive corrective action plans wherever required.
- Monitor daily operations, staffing, escalations, and service delivery.
- Coach Team Leaders on people management, performance management, and process improvement.
- Ensure timely and accurate reporting of operational performance.
- Coordinate with Quality, Training, WFM, HR, and other support functions.
- Manage client and customer escalations professionally.
- Identify operational risks and implement preventive and corrective measures.
- Act as the second-in-command to the Operations Manager whenever required.
- Build a disciplined, accountable, and performance-oriented team culture.
Candidate Profile
- Prior experience as a Team Leader, Senior Team Leader, Assistant Manager, or equivalent role in a BPO or call centre environment.
- Strong understanding of customer service operations and performance metrics.
- Proven ability to manage Team Leaders and large teams.
- Excellent communication, analytical, coaching, and escalation-management skills.
- Strong ownership, maturity, and decision-making ability.
- Comfortable working in a target-driven and fast-paced environment.
Compensation
- CTC: ₹60,000 per month
- Joining Bonus: ₹25,000
- The joining bonus will be payable after the successful completion of six months of continuous service, subject to the employee being actively employed and meeting the applicable performance and conduct requirements at the time of payout.
To proceed please forward your updated resume to [email protected] / [email protected]
Call/WhatsApp: 9294939493
Pay: Up to ₹60,000.00 per month
Benefits:
Experience:
- Senior TeamLeader: 1 year (Required)
- Team Leadership / People Management: 1 year (Required)
- Coaching & Mentoring Team Development: 1 year (Preferred)
Language:
- Excellent English (Required)
Work Location: In person
