Team Leader

Job Title: Team Leader – Call CentreJob Type: Full-time, Permanent

Industry: Herbal / Healthcare / Wellness

Work Location: In-office

Roles & ResponsibilitiesWe are looking for an experienced and proactive Team Leader – Call Centre to manage and drive the performance of our telesales/customer support team. The ideal candidate will be responsible for daily team operations, achieving targets, managing key BPO metrics, and ensuring adherence to service level agreements (SLAs).

• Key Responsibilities1. Team ManagementLead, manage, and motivate a team of call centre agents to achieve sales and performance targets
• Build a positive, high-performance work environment
• Encourage teamwork, accountability, and continuous improvement
• 2. Shrinkage & Attendance ManagementMonitor and control shrinkage within acceptable limits
• Track attendance and manage absenteeism effectively
• Ensure strict adherence to attendance and workplace policies
• 3. Attrition ManagementDevelop and implement strategies to reduce attrition
• Conduct regular one-on-one meetings to understand team concerns
• Improve employee engagement and retention
• 4. SLA & Quality ManagementEnsure consistent achievement of SLAs and KPIs
• Monitor call quality, productivity, and process compliance
• Take corrective actions to improve customer satisfaction
• 5. Break ManagementEnsure adherence to scheduled breaks
• Optimize break planning to maintain productivity without service disruption
• 6. Target-Driven PerformanceDrive individual and team targets
• Create and track performance improvement plans (PIPs)
• Foster a competitive yet supportive sales environment
• 7. Reporting & AnalyticsPrepare daily, weekly, and monthly MIS reports
• Analyze performance data to identify gaps and improvement opportunities
• 8. Coaching & DevelopmentProvide continuous coaching, feedback, and performance guidance
• Conduct training sessions to enhance team skills and productivity
• Qualifications & ExperienceBachelor’s degree or equivalent work experience
• 1–5 years of experience in a BPO / Call Centre environment, with leadership exposure
• Strong knowledge of shrinkage, attrition, attendance, SLA, and KPI management
• Excellent communication and people-management skills
• Strong analytical and problem-solving abilities
• Proficient in MS Office and reporting tools
• Skills & CompetenciesLeadership & Team Management
• Time, Attendance & Workforce Management
• SLA & KPI Monitoring
• Performance Coaching & Feedback
• Conflict Resolution & Decision-Making
• Data Analysis & Reporting

Salary₹25,000 – ₹30,000 per month