Team leader

Etraveli; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Etraveli in Mumbai is seeking an experienced team lead to guide and develop a customer service team in a fast-paced contact center. You will monitor daily tasks, support team members, and deliver on-the-job training to maintain service quality.

The successful candidate will excel at people management, conflict resolution, and SLA oversight, with a proven ability to drive performance and foster teamwork in a dynamic environment.

Qualifications

• Minimum 2 years of team handling experience in a contact center.
• Strong team handling, leadership, and people management skills.
• Excellent conflict management and SLA management abilities.
• Excellent communication skills.

Responsibilities

• Team development responsibilities
• Support team members in their daily tasks
• Deliver training on the job
• Monitor team: their behavior towards customers & colleagues, their problems or ideas
• Evaluate team members: performance, mistakes, losses, creativity, strengths, weaknesses, attitude
• Discuss the team’s performance (quality of their services, mistakes, productivity)

Skills

Team leadership

People management

Conflict management

SLA management

Communication skills

Job description

Roles and Responsibilities :

• Team development responsibilities
• Support team members in their daily tasks
• Deliver training on the job
• Monitor team: their behavior towards customers & colleagues, their problems or ideas
• Evaluate team members: performance, mistakes, losses, creativity, strengths, weaknesses, attitude
• Discuss the team’s performance (quality of their services, mistakes, productivity)

Job Requirements :

• Minimum 2 years of team handling experience in a contact center
• Strong team handling, leadership, and people management skills.
• Excellent conflict management and SLA management abilities.

• Excellent communication skills