1. Educational Qualifications Required: Any graduate

2. Reporting Location: Bengaluru
3. Work Mode: Office-based
4. Work Timings: US day shift, i.e., Indian night shift, and shift time depends on the client’s time zone in the US.

5. Prior Experience/Skillsets Required a. Minimum 3–5 years of contact center experience, with at least 1–2 years in a supervisory or team lead role.

b. Strong understanding of call center metrics, dashboards, and performance KPIs.

c. Proficiency with CRM, telephony platforms, ticketing systems, and call monitoring tools.

d. Excellent communication, coaching, and conflict-resolution skills.

e. Ability to manage volume pressure, rapid turnarounds, and escalations in a fast-paced environment.

f. Strong analytical mindset with the ability to interpret data and translate it into actionable steps.

g. Experience in healthcare, insurance, or service-based support environments.

h. Knowledge of workforce scheduling, contact center technology, and omnichannel platforms (voice, chat, ticketing).

i. Strong proficiency in MS Office (Excel for reporting and dashboards, PowerPoint for presentations, Outlook/Teams for communication, and Word for documentation).

j. Certification in team management, leadership, or Six Sigma (Green Belt/Yellow Belt) is an added advantage.

6. Roles and Responsibilities a. Lead daily operations for a team of 20–25 contact center associates, ensuring service performance, quality consistency, and queue discipline.

b. Track and analyze daily/weekly metrics including AHT, SLA achievement, QA scores, productivity, shrinkage, hold times, and escalation trends.

c. Expected to demonstrate emotional composure and maturity in high-pressure or escalation-heavy situations.

d. Prepare executive reports, dashboards, RCA summaries, and leadership review presentations using Excel and PowerPoint.

e. Ability to analyze performance trends, identify root causes, and present improvement narratives confidently to leadership or clients.

f.



Conduct daily huddles to communicate targets, operational updates, compliance reminders, and morale boosts.

g. Drive adherence to attendance, break schedules, shift start policies, and communication etiquette.

h. Partner with Training, QA, and other teams on calibrations, refreshers, SOP updates, and continuous improvement journeys.

i. Manage client or provider escalations, ensuring explicit documentation and timely resolution.

j. Support onboarding, knowledge transition, nesting, and performance stabilization for new hires.

k. Maintain employee dignity, data protection, confidentiality, and POSH compliance at all times.

l. Provide structured feedback, document improvement paths, and mentor skill or behavioral gaps to build role readiness and confidence.

7. Reporting Hierarchy (reporting to designation): Contact Center Manager Department Head
8. Career Path: Team Lead, Contact Center Contact Center Manager
9. Monthly Compensation: To be discussed based on experience and skill set

10. Additional Perks a. Non-Reimbursable -

Complimentary medical insurance of 4 lakhs per annum. Coverage is for self, spouse, and 2 children under 25 years of age. This component cannot be reimbursed.

Group Personal Accident Policy coverage for the employee with payment of 5 years’ CTC in case of death of the employee in an accident.

Office-based employees shall be eligible for complimentary canteen facilities.

b. Reimbursable Cab facility:- All office-based employees working night shifts will be eligible for company-provided transportation.

Rs. 2000 shall be reimbursed to male employees who opt for their own transportation when working from the office.

Female employees with their own car or female employees whose spouse is also working with us and have their own vehicle only can opt for own transportation and will be eligible for Rs. 2000 as transport reimbursement.

1. How to Apply: Please visit https://www.scribeemr.in/ careers page of our website to submit your resume. NOTES: If you still have any doubts, please write to [email protected]

📌 Team Lead, Contact Center (Bengaluru)
🏢 Scribe Emr
📍 Bengaluru