Call Center Team Lead

DTDC Express; Kolkata District; On-site; INR 350,000 - 550,000; Full time

Job summary

DTDC Express in Kolkata is seeking a Call Centre Team Leader to guide a team of customer service representatives, drive operational excellence, and ensure high productivity and customer satisfaction. You will lead, motivate, and manage day-to-day activities.

Responsibilities include coaching, tracking KPIs, scheduling, handling peak periods, and maintaining adherence to procedures while delivering exceptional service.

Qualifications

• Strong leadership and team-management skills.
• Efficient in data tracking and KPI monitoring.
• Hands-on customer service experience during peak times.

Responsibilities

• Lead the team to meet and exceed client expectations.
• Track and measure individual and team goals.
• Conduct performance reviews and coaching for high performance.
• Delegate tasks and set clear deadlines.
• Provide motivational support to maintain morale and productivity.
• Monitor call volume, prioritize tasks, and distribute workload efficiently.
• Measure KPIs such as inbound calls, waiting times, and abandonment rates.
• Ensure attendance and adherence to established procedures.
• Provide backup support to the team during peak times.
• Answer incoming calls, emails and web submissions as needed.

Skills

Team leadership

Performance management

Coaching

Customer service

Job description

Job Description: Call Centre Team Leader

Position Overview

We are seeking a dynamic, results-drivenCall Centre Team Leaderto 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 teamto meet and exceed client expectations regarding customer service.
• Track and measureindividual and team goals throughout the day and on a long-term basis.
• Conduct performance reviewsand deliver coaching to the team so they perform at the highest levels.
• Delegate tasksand set clear deadlines for the team.
• Provide motivational supportto 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 attendanceand ensure all established work procedures are strictly complied with.
• Provide backup supportto 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.