Call Center Team Lead

Job Description: Call Centre Team Leader

Position Overview

We are seeking a dynamic, results-driven Call Centre Team Leader to join our team at Kolkata Air Apex. In this role, you will be responsible for leading, motivating, and managing a team of customer service representatives to ensure operational excellence, high productivity, and maximum customer satisfaction.

Key Responsibilities

Team Leadership & Performance Management

• Lead the team to meet and exceed client expectations regarding customer service.
• Track and measure individual and team goals throughout the day and on a long-term basis.
• Conduct performance reviews and deliver coaching to the team so they perform at the highest levels.
• Delegate tasks and set clear deadlines for the team.
• Provide motivational support to team members to maintain high morale and productivity.

Operations & Workflow Management

• Monitor call volume, prioritize tasks, and distribute the workload efficiently across the team.
• Measure key performance indicators (KPIs), including inbound calls, call waiting, and call abandonment rates.
• Keep track of employee attendance and ensure all established work procedures are strictly complied with.
• Provide backup support to the team and make sure overall department goals are met.

Direct Customer Support

• Answer incoming calls, emails, and web-based submissions, directing and assisting customers as needed to support the team during peak times.

Job Details

• Job Title: Call Centre Team Leader
• Direct Report To: Call Centre Manager
• Work Location: Kolkata Air Apex (Near Rajarhat/Chinar Park)
• Work Days: Monday to Saturday

Note for Applicants: This role requires a strong balance of leadership skills, data tracking, and a hands-on approach to customer service.