Call Centre Team Leader

About the role

We are looking for a dynamic Call Centre Team Leader to drive performance and customer satisfaction at our Kolkata Air Apex location. You will lead a group of customer service representatives, ensuring operational excellence and high productivity.

Key responsibilities

• Lead the team to meet and exceed client expectations for customer service.
• Track and measure individual and team goals, conduct performance reviews, and provide coaching.
• Delegate tasks, set clear deadlines, and maintain high morale.
• Monitor call volume, prioritize tasks, and distribute workload efficiently.
• Measure KPIs such as inbound calls, wait times, and abandonment rates.
• Track employee attendance and enforce work procedures.
• Provide backup support during peak periods and ensure department goals are met.
• Handle incoming calls, emails, and web submissions when needed.

Required profile

• Strong leadership abilities with a hands‑on approach to customer service.
• Proven experience in data tracking and performance management.
• Ability to motivate a team and maintain high productivity.
• Excellent organizational and multitasking skills.

Required skills