Team Lead / Supervisor Call Center

Job Summary:
The Call Center Team Lead/Supervisor is responsible for managing, coaching, and motivating a team of customer service representatives to deliver exceptional service and achieve performance targets. The role involves monitoring daily operations, ensuring adherence to processes, handling escalations, and driving continuous improvement in customer experience and team efficiency.

Key Responsibilities:
Team Management & Supervision
1. Lead, supervise, and support a team of call center agents.
2. Monitor team performance and provide regular feedback, coaching, and mentoring.
3. Schedule shifts, manage attendance, and ensure staffing adequacy.

Performance Monitoring
1. Track KPIs such as call quality, AHT (Average Handling Time), CSAT (Customer Satisfaction), and SLA adherence.
2. Conduct call audits and performance evaluations.
3. Prepare daily/weekly/monthly performance reports.

Customer Service Excellence
1. Handle escalated customer calls and resolve issues effectively.
2. Ensure agents maintain professionalism, empathy, and adherence to company standards.
3. Identify process gaps and recommend solutions for better customer experience.

Training & Development
1. Conduct regular training and refresher sessions for agents.
2. Support new hires in onboarding and skill development.
3. Promote a positive work environment that motivates the team.

Operations & Compliance
1. Ensure adherence to company policies, call scripts, and quality standards.
2. Coordinate with other departments to resolve customer issues.
3. Maintain compliance with data protection and regulatory requirements.

Required Skills & Qualifications:
Bachelor’s degree (preferred) or equivalent work experience.
2–4 years of experience in a call center environment, with at least 1–2 years in a supervisory/team lead role.
Strong leadership, coaching, and team management skills.
Excellent communication, problem-solving, and conflict resolution abilities.
Proficiency in call center software/CRM tools and MS Office.
Ability to work under pressure, multitask, and meet targets.
Knowledge of call center KPIs and operational metrics.