Team Leader

We are looking for a Senior Team Leader to manage daily team operations, drive performance, reduce shrinkage and attrition, and ensure KPI delivery in a 24×7 environment.‍

Key Responsibilities

- Conduct daily pre-shift meetings and set expectations.

- Maintain shrinkage and attrition within targets.

- Share daily APR with the team and review agent performance (daily/weekly/MTD).

- Track performance hourly/real-time and provide effective coaching.

- Apply HR policies if agents do not improve after repeated feedback.

- Support advisors with process-related issues and provide timely resolutions.

- Share required reports on time and address groups confidently.

- Identify agents’ improvement areas, create action plans, and ensure adherence.





- Conduct daily call listening and take KRA calls/self-login when required.

- Achieve KPI targets: Shift Adherence%, Attrition%, CSAT, Bucketization%.

Eligibility Criteria

- Minimum Qualification: Graduate in any stream.

- 2 to 4 years of relevant experience

- Strong communication skills in English and Hindi.

- Positive knowledge of Excel and daily operational reporting.

- Ability to lead, coach, and motivate teams effectively.

Work Details

- Shift: 24×7 process with rotational shifts.

- Week Off: Rotational week-offs.‍

- Holidays: Public and national holidays will be working days as per process.

Navi Mumbai

📌 Team Leader (Navi Mumbai)
🏢 1Point1 Solutions
📍 Navi Mumbai