01Overview
Job Description: Call Centre Team LeaderPosition 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 ResponsibilitiesTeam 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.
Compensation: 28,000.00 - 30,000.00 per month
Work Location: In person .
