Team Leader – BPO
Company: Mas Callnet India Pvt. Ltd.
Location: Gate No. 01, F-15, Jaldarshan Commercial Building, Opp. Natraj Cinema, Near H.K. College, Ashram Road, Ahmedabad, Gujarat.
Job Type: Full-time | Morning Shift (9:30 AM – 6:30 PM) | 6 Days Working
About Us
Mas Callnet India Private Limited is a leading Business Process Outsourcing (BPO), Knowledge Process Outsourcing (KPO), and Customer Experience (CX) solutions provider, delivering excellence since 2003. With over 250+ global clients across diverse industries, we specialize in customer support, back-office operations, business process automation, document verification, and AI-enabled business solutions.
At Mas Callnet, we are committed to delivering exceptional customer experiences through innovation, advanced technology, and operational excellence. Our people are our greatest strength, and we foster a collaborative work culture that encourages continuous learning, professional growth, and career development. Joining Mas Callnet means becoming part of a dynamic organization where your skills are valued, your contributions make an impact, and your career can grow alongside a trusted industry leader.
Website: https://mascallnet.ai/
LinkedIn: https://www.linkedin.com/company/mas-callnet-pvt-ltd/
Job Summary
Mas Callnet India Pvt. Ltd. is looking for an experienced and result-oriented Team Leader to manage a team of 20–25 Customer Support Executives for our GST/ITR Process. The ideal candidate should possess excellent leadership skills, strong English communication, advanced Excel knowledge, and a proven ability to achieve client SLA and operational targets while effectively managing shrinkage and attrition.
Key Responsibilities
- Lead, mentor, and motivate a team of 20–25 executives to achieve daily, weekly, and monthly targets.
- Ensure achievement of all client SLA, productivity, quality, and turnaround time targets.
- Monitor team performance through regular coaching, feedback, and performance reviews.
- Control shrinkage and attrition through effective workforce planning and employee engagement.
- Prepare and maintain MIS reports using Microsoft Excel (Pivot Tables, VLOOKUP, Charts, etc.).
- Conduct team huddles, refresher training, and one-on-one coaching sessions.
- Handle client escalations and ensure timely issue resolution.
- Coordinate with Operations, HR, Quality, and Training teams for smooth process execution.
- Monitor attendance, schedule adherence, and overall team discipline.
- Drive continuous process improvement and maintain high customer service standards.
Required Skills & Qualifications
- Graduate in any discipline.
- Minimum 2–4 years of BPO experience with at least 1 year as a Team Leader.
- Excellent spoken and written English communication.
- Strong team handling and people management skills.
- Excellent knowledge of Microsoft Excel and MIS reporting.
- Good understanding of shrinkage, attrition control, roster planning, and performance management.
- Ability to work under pressure and consistently achieve client SLA targets.
- Strong analytical, problem-solving, and decision-making skills.
Why Join Mas Callnet?
- Opportunity to work with a leading CX and KPO organization.
- Professional growth and career advancement.
- Collaborative and technology-driven work environment.
- Exposure to global clients and industry best practices.
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
