Team Leader - Operations

Job Summary

We are looking for a dynamic and result-oriented Team Leader to manage a Retention & Renewal team in a customer service/call center environment. The candidate will be responsible for handling team performance, driving renewals, reducing customer churn, achieving revenue targets, and ensuring high-quality customer interactions.

Key Responsibilities

• Manage and lead a team of executives handling customer retention and renewals.
• Monitor daily productivity, renewal conversions, and retention performance.
• Ensure achievement of team targets, SLA, and quality parameters.
• Conduct team briefings, coaching sessions, and performance reviews.
• Handle escalations and support the team in difficult customer interactions.
• Analyze reports and MIS to identify gaps and improve performance.
• Maintain discipline, attendance, and adherence within the team.
• Coordinate with operations, quality, and training teams for process improvements.
• Implement strategies to improve renewal rates and reduce customer attrition.
• Prepare daily, weekly, and monthly performance reports.
• Required SkillsStrong communication and leadership skills.
• Experience in retention, renewal, collections, or customer service process.
• Good knowledge of dialers, CRM tools, and Excel reports.
• Ability to motivate and manage team performance under pressure.
• Strong problem-solving and customer-handling skills.
• Target-oriented and process-driven approach.

Eligibility Criteria

• Graduate or Undergraduate with relevant experience.
• Minimum 1–3 years of experience as a Team Leader in BPO/Call Center.
• Experience in Telecom/Broadband/DTH/Renewal process preferred.

Key Performance Indicators (KPIs)

• Renewal Conversion %
• Customer Retention %
• Revenue Achievement
• Team Productivity
• SLA & Quality Scores
• Attrition & Attendance Control