Telecalling Team Leader

🚀 We're Hiring – Team Leader (TL) | International Chat Process

📍 Location: Salt Lake Sector V, Kolkata

🏢 Company: OmNetra Business (OPC) Private Limited

🕒 Shift: Day Shift

💰 Salary: Best in Industry (Based on Experience)

🎯 Job Role: Team Leader (TL)We are looking for an experienced and result-oriented Team Leader who can effectively manage a team, drive performance, achieve KPIs, and ensure smooth day-to-day operations of the process.

• ✅ Key Responsibilities:Lead and manage a team of Customer Support/Chat Associates.
• Conduct daily team huddles and briefing sessions.
• Monitor team performance and ensure all KPIs are achieved.
• Track productivity, attendance, quality, and process compliance.
• Handle escalations and resolve operational issues promptly.
• Coach, mentor, and motivate team members to improve performance.
• Prepare and share daily, weekly, and monthly performance reports.
• Coordinate with Operations, HR, QA, and Management teams.
• Drive team engagement and maintain discipline on the floor.
• Ensure client expectations and service levels are consistently met.
• Identify training needs and support agent development.
• 📊 Required Skills:Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Ability to handle pressure and meet targets.
• Good knowledge of KPI, SLA, Productivity, Quality, AHT, CSAT, and Team Management.
• Proficient in MS Excel, Reporting, and Performance Analysis.
• Experience in Chat/Non-Voice/Customer Support Process preferred.
• 🎓 Eligibility:Minimum 2-5 years of Team Leader experience in BPO/KPO/Contact Center.
• Must have handled a team of at least 10-30 agents.
• Prior experience in International Chat Process will be an added advantage.
• Immediate joiners preferred.
• 🌟 What We Offer:Fixed Salary + Performance Incentives
• Day Shift Process
• Free Lunch Facility
• Growth Opportunities
• Professional Work Environment
• Immediate Joining