Job Description: Call Centre Team LeaderPosition Overview

We are seeking a dynamic, results-driven Call Centre Team Leader to join our team at Kolkata Air Apex. In this role, you will be responsible for leading, inspiring, and managing a team of customer service representatives to ensure operational excellence, high productivity, and maximum customer satisfaction.

Key ResponsibilitiesTeam Leadership & Performance Management

- Lead the team to meet and exceed client expectations regarding customer service.
- Track and measure individual and team goals throughout the day and on a long-term basis.
- Conduct performance reviews and deliver coaching to the team so they perform at the highest levels.
- Delegate tasks and set clear deadlines for the team.
- Provide motivational support to team members to maintain high morale and productivity.

Operations & Workflow Management

- Monitor call volume, prioritize tasks, and distribute the workload efficiently across the team.
- Measure key performance indicators (KPIs),



including inbound calls, call waiting, and call abandonment rates.
- Keep track of employee attendance and ensure all established work procedures are strictly complied with.
- Provide backup support to the team and make sure overall department goals are met.

Direct Customer Support

- Answer incoming calls, emails, and web-based submissions, directing and assisting customers as needed to support the team during peak times.

Job Details

- Job Title: Call Centre Team Leader
- Direct Report To: Call Centre Manager
- Work Location: Kolkata Air Apex (Near Rajarhat/Chinar Park)
- Work Days: Monday to Saturday

Note for Applicants: This role requires a strong balance of leadership skills, data tracking, and a hands-on approach to customer service.

Pay: ₹28,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Customer Service Team Leader (Kolkata)
🏢 Dtdc Express
📍 Kolkata