Team Leader

The Assistant Team Leader – Call Center Operations supports the Team Leader in managing day-to-day call center activities to ensure smooth operations, service quality, and client satisfaction. The role involves supervising agents, monitoring performance, and providing real-time support during live operations, including handling escalations when required.

The role also includes roster and workforce management responsibilities such as preparing daily, weekly, and monthly shift rosters, ensuring adequate staffing across all shifts, tracking attendance, leaves, and adherence, and coordinating shift changes, replacements, and overtime requirements.

Client coordination is a key responsibility of the Assistant Team Leader. This includes acting as a point of contact for routine client communications, sharing daily and weekly performance updates, coordinating client requests and feedback, and ensuring all SLA, TAT, and quality commitments are consistently met.

The Assistant Team Leader is responsible for generating and maintaining accurate MIS and operational reports on a daily, weekly, and monthly basis. This includes tracking KPIs such as call volumes, AHT, SLA, productivity, and quality, analyzing trends, and sharing insights with the Team Leader and management.

In addition, the role involves supporting team development activities such as assisting with onboarding and training of new agents, coaching team members to improve performance and quality, and promoting a disciplined, positive, and customer-focused work environment.