Team Leader / Subject Matter Expert

GVK Emergency Management and Research Institute (GVK EMRI) is seeking an experienced and dynamic Team Leader / Subject Matter Expert to manage and motivate a team of 18-20+ executives in a 24/7 rotational shift setting. This role is crucial for driving performance, maintaining operational excellence, and ensuring adherence to key call center metrics.

Role & Responsibilities:

- Demonstrated ability to effectively manage a team.
- Must know AHT (Average Handle Time), Attrition, Shrinkage, YTD (Year to Date)/MTD (Month to Date), etc.
- Possess expert knowledge of Operations processes and supporting tools.
- Draw up action plans for advisors requiring coaching or development.
- Track attrition and performance regularly.
- Provide regular updates to the Operations Manager regarding team performance.
- Prepare various reports.
- Perform real-time monitoring.
- Manage a team of at least 18-20+ executives.




- Ensure staff engagement and motivation at all times.
- Be comfortable with 24*7 rotational shifts.

Preferred Candidate Profile:

- 2-4 years of experience as a Team Leader in a Customer Service process, BPO, or Call Center.
- Equipped with adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.
- Ability to lead team members, multitask, prioritize, and meet timelines of deliverables.
- Ability to mentor, coach, and provide direction to team members.
- Willingness to work in a flexible schedule.
- Notice Period: Candidates available to start soon will be considered favorably.

Skills: Reporting Skills, Operational Excellence, Subject Matter Expert, Training Development, Engagement Support, Customer Service

Experience: 2.00-4.00 Years

📌 Team Leader / Subject Matter Expert (Kolkata)
🏢 GVK Emergency Management and Research Institute (GVK EMRI)
📍 Kolkata