Team Leader

Yellow Umbrella Services; Mumbai, Hyderabad, Chennai, Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Yellow Umbrella Services in Mumbai is seeking an experienced Call Center Operations Supervisor to oversee day-to-day call handling and drive efficiency across teams. You will optimize routing, staffing, and scheduling to meet SLAs and KPIs, monitor agent performance, and provide actionable feedback to raise productivity while fostering a positive work environment and coaching growth.

The role requires strong leadership, data-driven decision making, and collaboration with quality and training

Qualifications

• Overseeing call center operations and ensuring efficient call handling.
• Experience in optimizing routing, staffing, and scheduling to meet SLAs and KPIs.
• Experience in monitoring agent performance and productivity metrics.
• Experience in setting clear goals, providing feedback, and fostering a positive work environment.

Responsibilities

• Oversee day-to-day call handling and drive efficiency across teams.
• Optimize routing, staffing, and scheduling to meet SLAs and KPIs.
• Monitor agent performance and productivity metrics.
• Set clear goals, provide feedback, and foster a positive work environment.

Skills

Call center ops

Routing optimization

Staffing & scheduling

SLA/KPI management

Performance monitoring

Feedback & coaching

Team motivation

Continuous improvement

Job description

Proven track record of overseeing call center operations and ensuring efficient call handling processes.

• Ability to optimize call routing, staffing levels, and scheduling to meet service level agreements (SLAs) and key performance indicators (KPIs).
• Experience in monitoring agent performance and productivity metrics.
• Experience in setting clear goals, providing feedback, and fostering a positive work environment.