Team Leader

Job Title: Team Leader – Customer Support (Voice Process)

Location: Noida

Employment Type: Full-Time

Shift: Rotational Shifts

Weekly Off: Rotational Week Off

Experience Required: Minimum 1 year of Team Handling experience in a Contact Centre/BPO environment

Salary: As per company standards

Job Description:

We are looking for an experienced and dynamic Team Leader to manage and motivate a team of customer support associates. The ideal candidate should have strong leadership skills, the ability to drive performance, and ensure adherence to operational KPIs and service standards.

Key Responsibilities:

Lead, mentor, and motivate a team of customer service associates.

Monitor daily team performance and ensure achievement of targets related to productivity, quality, and SLA adherence.

Conduct regular coaching sessions and identify training needs.

Handle team escalations and resolve operational issues effectively.

Prepare and share performance reports with management.

Manage manpower planning, attendance, and overtime requirements.

Foster a positive and collaborative work environment.

Ensure compliance with company policies and processes.

Coordinate with internal stakeholders to meet business objectives.

Eligibility Criteria:

Graduate/Post Graduate from any stream.

Minimum 1 year of experience as a Team Leader with direct reporting responsibilities.

Experience in managing a team of at least 20 associates.

Prior experience in inbound/outbound customer service processes.

Strong communication, analytical, and problem-solving skills.

Good knowledge of SLA management and contact centre operations.

Proficiency in MS Excel, Word, and PowerPoint.

Preferred Skills:

Excellent people management skills.

Ability to work under pressure and adapt to changing business needs.

Strong decision-making and conflict-resolution abilities.

Customer-focused approach with a positive attitude.

Interested candidates can apply through Apna.