Job Description Team Leader (Elite HME)

Key Responsibilities (KRAs)

- Drive and control shrinkage, attrition, quality, and productivity metrics.
- Conduct and monitor approximately 110 call audits per month to ensure compliance and service excellence.
- Lead, coach, and mentor frontline teams to achieve business and customer service objectives.
- Monitor team performance through regular reviews, feedback sessions, and action planning.
- Ensure adherence to SOPs, quality standards, and operational governance.
- Manage CRM systems, dialer platforms, and reporting dashboards for effective performance tracking.
- Foster a culture of accountability, continuous improvement, and customer-centric service delivery.
- Collaborate with cross-functional teams to improve operational efficiency and customer experience.

Desired Candidate Profile :

Leadership & People Management

- Minimum 5 years of Team Leader experience in a customer service or BPO environment.
- Proven ability to manage teams, drive performance, coach employees, and maintain operational discipline.

Customer Service Orientation :

- Strong customer service mindset with the ability to handle escalations and deliver exceptional customer experiences.
- Exposure to premium or High-Net-Worth Individual (HNI) customer servicing will be an added advantage.

Communication & Professional Presence :

- Excellent verbal and written communication skills.
- Professional grooming, executive presence, and strong interpersonal skills.
- Ability to communicate with empathy, confidence, and professionalism.

Technical & CRM Skills :

- Hands-on experience with CRM platforms, dialer systems, and MIS/performance dashboards.




- Strong analytical skills with the ability to interpret operational metrics and implement corrective actions.

Operational Excellence :

- Demonstrated experience in managing productivity, quality, attrition, shrinkage, compliance, and audit performance.
- Strong process orientation with a focus on continuous improvement and governance.

Preferred Attributes :

- Stable employment history with consistent performance.
- Immediate joiners preferred.
- Candidates based in Delhi/NCR will be preferred.
- Age: 35+ years preferred, subject to role fit, experience, and organizational requirements.

Key Competencies :

- Leadership & Team Management
- Customer Relationship Management
- Coaching & Performance Management
- Process Improvement
- Quality & Compliance Management
- Analytical & Problem-Solving Skills
- Communication & Stakeholder Management
- Customer-Centric Mindset

Ideal Candidate :

The ideal candidate is an experienced Team Leader with a strong operational background in customer service or BPO environments. They should possess excellent people management capabilities, demonstrate ownership of operational KPIs, and be capable of driving high-quality service delivery. Experience in premium customer servicing or the ability to quickly adapt to a relationship-driven service model will be a strong advantage.

Interview Address-A-23, ground floor , JDKD corporate Park Building , Mohan Estate, Mathura road, Current Delhi 110044. Sarita Vihar Metro Station

- Nearest Metro Station Sarita Vihar, Voilet Line, Exit Gate No.1

HR Contact: Rubala Kumari { (phone hidden) }

Official Email: [email protected]

📌 Head Member Experience(HME) (Uttar Pradesh)
🏢 Matrimony.com
📍 Uttar Pradesh