Team Leader

About the Role

As a Team Leader Outbound Operations, you will be responsible for managing day-to-day outbound support delivery, leading team performance, and ensuring adherence to operational metrics and people practices. You will play a key role in maintaining service quality, driving agent productivity, and supporting team engagement and retention.

Key Responsibilities

• Lead and manage outbound support teams in an internal or premium contact center environment
• Ensure consistent achievement of operational metrics, including productivity, quality, and customer experience
• Apply strong people practices, including score calculations, performance parameters, ratings, and attrition management
• Provide regular coaching, guidance, and performance feedback to team members
• Ensure adherence to customer care processes, service techniques, and operational guidelines
• Monitor team performance and implement corrective actions where required
• Support workforce planning, scheduling, and daily operational alignment
• Drive customer-service-oriented behaviors across the team
• Maintain accurate reporting and documentation using standard tools and dashboards
• Collaborate with operations and support functions to ensure smooth delivery

Responsibilities may evolve in response to changing business needs.

Job Requirements

Education

• Graduate qualification from any educational field under the 10+2+3 format
• Exceptional candidates at the undergraduate level may be considered.

Experience Skills

• Minimum 1 year of experience as a Team Leader in an outbound support or customer support program
• Experience in internal or premium contact center environments
• Strong understanding of operational metrics and people management practices
• Prior knowledge of customer care processes and service techniques
• Proficiency in MS Office applications, including Excel, Word, and PowerPoint
• Working knowledge of Green Belt, Lean concepts, and scheduling is an advantage
• Strong customer-service orientation and leadership communication skills

Work Mode

• Work From Office (WFO)

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.