Team Leader - BPO Operations

Astrotel Group; Kanpur; On-site; INR 360,000 - 700,000; Full time

Job summary

Astrotel Group seeks a telecalling team supervisor in Kanpur to lead and optimize a dynamic telecalling floor. The role focuses on driving productivity, ensuring high customer satisfaction, and upholding strict QA standards across the team.

You will coach agents, monitor floor performance, implement improvement strategies, and collaborate with other departments to ensure seamless operations and achievement of business objectives.

Qualifications

• Experience in supervising telecalling teams.
• Ability to monitor metrics and drive performance.
• Knowledge of quality assurance processes for call centers.
• Strong coaching and mentorship skills.
• Collaborative approach across departments to meet business goals.

Responsibilities

• Manage and supervise telecaller teams to achieve high levels of productivity and customer satisfaction.
• Implement and maintain call quality assurance processes to ensure consistency and excellence.
• Monitor and analyze floor metrics to identify areas for improvement and optimize performance.
• Develop and implement strategies to enhance team performance and meet business objectives.
• Collaborate with other departments to ensure seamless operations and alignment with company goals.
• Provide coaching and training to team members to improve their skills and knowledge.

Skills

Team supervision

Performance monitoring

QA processes

Coaching & training

Cross-functional collaboration

Job description

• Manage and supervise telecaller teams to achieve high levels of productivity and customer satisfaction.
• Implement and maintain call quality assurance processes to ensure consistency and excellence.
• Monitor and analyze floor metrics to identify areas for improvement and optimize performance.
• Develop and implement strategies to enhance team performance and meet business objectives.
• Collaborate with other departments to ensure seamless operations and alignment with company goals.
• Provide coaching and training to team members to improve their skills and knowledge.

Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.