Role & Responsibilities:

The Team Leader will be responsible for overseeing the daily operations of the telecalling team, driving performance metrics, and ensuring exceptional service delivery. You will act as the crucial link between management and Customer Service Representatives (CSRs), focusing on team development, strict compliance enforcement, and meeting client deliverables.

Core Responsibilities

- Team Management & Target Delivery: Supervise, guide, and motivate a team of CSRs to meet daily, weekly, and monthly targets (e.g., conversion rates, call volume, and quality scores).
- Quality Assurance & Coaching: Conduct regular call monitoring, audit disposition dumps, and provide constructive feedback to improve agent performance and communication quality.
- Compliance & Floor Discipline: Strictly enforce all company policies, including data confidentiality rules and the zero-tolerance policy for personal electronic devices on the operations floor.
- Reporting & MIS: Prepare and share accurate daily performance dashboards, attendance trackers, and Monthly Business Review (MBR) decks without manual errors.
- Escalation Management: Handle complex client escalations, resolve customer queries efficiently, and ensure seamless communication with internal stakeholders and IT teams.
- Process Training: Conduct regular team huddles to update the staff on client processes, compliance directives, and new product features.
- Attrition & Leave Management: Manage team rosters, track unplanned absenteeism, and proactively address team grievances to control attrition.

Candidate Requirements

- Experience: Minimum 3 to 5 years of total experience in a BPO/Telecalling environment, with at least 1 to 2 years explicitly in a Team Leader or supervisory role.
- Domain Knowledge: Solid understanding of outbound sales, customer retention, or customer support metrics (AHT,



Shrinkage, Attrition, SLA).
- Technical Skills: Proficiency in MS Office (specifically Excel for data management) and experience handling dialer software and CRM tools.
- Analytical Ability: Capable of performing basic sanity checks on performance updates to avoid data errors before sharing reports with clients or internal management.
- Communication: Excellent verbal and written communication skills to effectively interact with both team members and corporate clients.
- Leadership Traits: High accountability, strong problem-solving skills, and a demonstrated ability to enforce strict operational protocols without exceptions.

Why Should You Consider Working (In this Role!) With ValuEnable?

- We are a 5-year-old well-funded and profitable service focused insurtech venture, solving a USD 40 Bn per year customer retention problem for insurers. We work with 8 of the top 10 private Life insurers in the country helping them solve this problem.
- We have been recognized by IRDAI in its first-ever Open House for Insurtech held last year. One of India's most well-respected financial institute, Zerodha, is our lead institutional investor through it's fintech investment arm, Rainmatter Fintech Investment
- You will work with significantly senior levels at our partners end, helping address their specific requirements.
- You will be handling interactions with multiple stakeholders such as business, technology and product teams. You can leverage the experience you already have, we promise your experience will only be enriched!

Interested candidates can walk-in with their updated CV on the below address:

Valuenable Pvt Ltd.

Neptune Magnet Mall, S-220A,

Lal Bahadur Shastri Marg,

Bhandup West,

Mumbai, Maharashtra 400078

Contact Person - Kuber Thakur

Mob # (phone hidden)

Email Address: [email protected]

Thanks & Regards

HR Team

📌 Team Leader Role (Mumbai)
🏢 ValuEnable
📍 Mumbai