The Call Center Team Leader is responsible for leading and supervising a team of customer service agents to ensure high performance, service quality, and achievement of operational targets. The role focuses on maintaining excellent customer experience, meeting KPIs, coaching team members, and acting as a bridge between management and frontline agents in an offshore environment.

Job Description:

• Lead, motivate, and manage a team of call center agents to achieve performance targets.
• Monitor daily operations, including attendance, adherence, and productivity.
• Ensure service levels, AHT, CSAT, and quality scores are consistently met or exceeded.
• Conduct regular coaching sessions, performance reviews, and feedback meetings.
• Handle escalated customer issues and ensure timely resolution.
• Prepare and share daily/weekly performance reports with management and clients.
• Support training, onboarding, and certification of new agents.
• Ensure compliance with company policies, client requirements, and quality standards.
• Identify performance gaps and create action plans for continuous improvement.
• Coordinate with QA, Training, WFM, and Operations teams to optimize performance.
• Maintain high team engagement and a positive working environment.

Requirements:

• Bachelor’s degree in Business Administration or a related field .
• 2–4 years of experience in a call center environment, with at least 1.5 years in a leadership role.
• Strong leadership and people management skills.
• Excellent communication skills in English (written and spoken).
• Solid understanding of call center KPIs (AHT, CSAT, SLA, QA, productivity, adherence).
• Experience working in offshore operations and with international clients is a plus.
• Ability to work under pressure and manage multiple priorities.
• Strong problem-solving and decision-making abilities.
• Proficient in MS Excel, reporting tools, and CRM systems.
• Coaching and performance management experience.