Call Center Lead

Job Title: Call Centre Lead

Location: Malad West, Mumbai 

Experience: 4–6 years

Shift: General Shift

Salary: Up to 6 LPA as per experience & knowledge

Industry: Healthcare 

About Us

Dial4242 is one of India's fastest growing companies in the health tech space. We specialize in ambulance services which is a very niche and underserved area within healthcare and the potential for growth is enormous. Dial4242 is a tech based aggregation platform which has more than 7000 ambulances on the platform and provides services in 500+ cities in India. We have very ambitious growth plans within India and even internationally.

Company website : https://www.dial4242.com/

Job Summary

The Call Centre Lead will be responsible for managing daily operations of the call centre, ensuring high customer satisfaction, meeting service-level targets, and leading a team of supervisors and agents to achieve performance goals.

Key Responsibilities

Oversee day-to-day call centre operations (inbound/outbound).

Manage, train, and motivate team leaders and call centre agents.

Monitor KPIs such as AHT, CSAT, FCR, SLA, and call quality.

Ensure adherence to company policies, processes, and compliance standards.

Handle escalated customer issues and ensure timely resolution.

Prepare MIS reports and present performance insights to management.

Drive continuous improvement initiatives for service quality and efficiency.

Plan staffing, shift rosters, leave, and attendance to maintain productivity.

Skills & Competencies

Strong leadership and people management skills

Excellent communication and problem-solving abilities

Good knowledge of call centre metrics and CRM systems

Ability to work under pressure and manage multiple priorities

Proficiency in MS Excel, reporting, and analytics

Qualifications

Graduate / Postgraduate in any discipline

Proven experience as a Call Centre Manager/Lead or similar role

Preferred Attributes

Experience in BPO or customer service operations

Strong customer-centric approach

Result-oriented mind-set