Call Center- Team Leader

Mentor Infocomm

5 - 10 years

4 - 5 Lacs

Chennai

Posted:2 days ago| Platform:

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Skills Required

Team Management Leadership Customer Service Performance Monitoring Communication Skills process Technical Skills Problem Solving

Work Mode

Work from Office

Job Type

Full Time

Job Description

Call Center Team Leader

Key Responsibilities:

Supervise,mentor and lead a team of 50 call center agents working in three shifts.
Monitor daily operations to ensure compliance with department policies and public service standards.
Provide training, coaching, and regular feedback to team members to enhance productivity and public experience.
Handle escalated public queries and complaints effectively.
Analyze call reports and team performance metrics; recommend improvements.
Conduct team meetings, share updates, and drive engagement and motivation.
Ensure adherence to scripts, processes, and quality standards.
Support authorities in implementing new strategies, tools, and technologies in the call center.
Should report the status of the action taken and summary of grievances to corresponding authorities.

Required Skills & Qualifications:

BE/B.Tech degree from a recognized institution.
Minimum 5-10 years of experience in a call center or public grievances support environment, with at least 5 years in a team lead role.
Proficiency in
Tamil,English
and
Hindi
is mandatory.
Strong leadership, communication, and interpersonal skills.

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