- JOB DESCRIPTION – TEAM LEADER (OPERATIONS)

The Team Leader – Operations is responsible for managing day-to-day contact center operations, ensuring adherence to defined processes, and driving team performance to meet Service Level Agreements (SLAs). The role involves team supervision, performance management, reporting, and coordination with internal stakeholders to deliver high-quality customer service and operational efficiency.
- ELIGIBILITY CRITERIA
- EDUCATIONAL QUALIFICATION:
- Graduate (preferred)
- HSC candidates may be considered with minimum 24 months of relevant experience
- WORK EXPERIENCE:
- Minimum 24 months of experience as a Team Leader (on paper) in inbound contact center processes
- Must have an excellent performance rating in previous role
- PRELIMINARY SCREENING
- Must clear a Written General Aptitude Test
- LANGUAGE PROFICIENCY
- English: Mandatory (Written & Spoken)
- Hindi & Marathi: Mandatory (Spoken)
- Additional regional language will be an advantage
- Candidates must pass a language proficiency test (written + spoken)
- COMPUTER TYPING SKILLS




- Minimum typing speed: 28 WPM (English)
- Maximum 3 attempts allowed; average score will be considered
- VOICE & ACCENT ASSESSMENT
- Must explicit Voice & Accent Test (VNAT)
- Evaluation parameters include:
- Pronunciation
- Clarity
- Intonation
- Accent neutrality
- Includes simulation of real call center scenarios
- FINAL INTERVIEW
- Final selection subject to interview by client
- Client reserves the right to accept/reject candidates
- KEY REPONSIBILITIES
- TEAM MANAGEMENT & SUPERVISION
- Prepare and publish duty rosters on a fortnightly basis
- Conduct regular 1:1 briefings, coaching, and counselling sessions with Customer Service Executives
- Supervise daily briefing and de-briefing sessions
- Ensure team discipline, decorum, and a positive work environment
- Drive team bonding and engagement activities on a regular basis

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- OPERATIONAL MANAGEMENT
- Ensure adherence to processes, SOPs, and ISO g

📌 Team Leader (Navi Mumbai)
🏢 3i Infotech
📍 Navi Mumbai