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Jobs

Team leader

Guru 360 Training Academy

1 years

0 Lacs

New Delhi Delhi India

Posted:1 week ago| Platform:

Apply

Skills Required

service leadership metrics communication analyze forecasting planning learning

Work Mode

On-site

Job Type

Full Time

Job Description

Urgent Hiring: Team Leader – Operations (Inbound Process)

Process:

Location:

Salary:

Role Overview:

Team Leader – Operations

Key Responsibilities:

Lead, manage, and motivate the customer service team to achieve performance goals
Monitor and analyze key inbound KPIs such as:
SLA (Service Level Agreement)
AL (Adherence to Schedule)
Forecasting and Roster Management
Call Hold Time, Login Delivery, and C-SAT Calculation
Repeat Call & Abandonment Analysis
Manpower Planning and Attrition Tracking
Shrinkage Management
Conduct regular team briefings, performance reviews, and feedback sessions
Ensure smooth day-to-day operations and service excellence
Coordinate with clients and internal stakeholders

Requirements:

Minimum 1 year of experience as a
Team Leader
in a similar inbound customer service role
Prior experience in
Life Insurance
processes is a plus
Strong understanding of operations metrics and workforce planning
Excellent
English communication skills
(spoken and written)
Availability to work in a
day shift
(9:45 AM – 7:00 PM)

Why Join Us?

Competitive Salary up to ₹3.6 LPA
Day shift for work-life balance
Opportunity to work with a reputed insurance client
Growth and learning opportunities in a stable work environment

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