Apply on Kit Job: kitjob.in/job/4revil

Role Summary

We are seeking an experienced Call Center Team Leader to manage and mentor a team of Customer Service Representatives (CSRs), ensuring achievement of operational KPIs, service quality standards, and client expectations. The role involves performance management, coaching, workforce coordination, reporting, stakeholder communication, and continuous process improvement.

Key Responsibilities

- Lead and monitor team performance to achieve service and project KPIs.
- Conduct coaching, feedback sessions, and performance reviews.
- Manage attendance, adherence, scheduling, and workforce coordination.
- Analyze performance reports and implement improvement plans.
- Ensure quality standards through monitoring and coaching.
- Handle client communications, escalations, and operational reporting.




- Coordinate with internal teams such as WFM, Quality, Training, and IT.
- Support team development through training and career growth initiatives.
- Monitor technical issues and ensure timely resolution.

Required Skills & Experience:
- Bachelors Degree.
- Experience in Call Center Operations and Team Management.
- Solid analytical, reporting, and problem-solving skills.
- Proficiency in MS Office and data analysis.
- Excellent communication, presentation, and stakeholder management skills.
- Understanding of WFM, MIS, and quality management processes.
- Ability to work under pressure and manage multiple priorities effectively.

Apply on Kit Job: kitjob.in/job/4revil

📌 Call Center Team Lead (Pune)
🏢 malomatia
📍 Pune