Team Leader - Operations

Key Responsibilities

• Supervise and manage daily activities of call center agents
• Assign targets and schedules (calls, shifts, breaks)
• Monitor call quality, AHT, FCR, CSAT, and productivity
• Handle customer escalations and complex complaints
• Coach, train, and motivate agents to improve performance
• Ensure SLA and KPI targets are met
• Prepare daily/weekly MIS reports
• Coordinate with QA, training, and operations teams
• Ensure compliance with company policies and telecom regulations

Skills Required

• Strong communication and leadership
• Customer handling & conflict resolution
• Knowledge of CRM systems and call-center tools
• Basic data analysis & reporting (Excel/MIS)
• Ability to work under pressure and manage teams

Key Metrics (KPIs)

• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Call Quality Score
• Agent productivity & adherence