Senior Call Centre Executive / Team Leader

Role Summary:
The Senior Call Centre Executive / Team Leader will oversee daily call centre operations, manage and mentor a team of call centre executives, and ensure the achievement of performance, revenue, and service quality targets. This role serves as a key liaison between management and the call centre team, driving operational excellence and delivering superior customer experiences.

Key Responsibilities:
• Supervise and monitor the daily activities of call centre executives.
• Allocate leads and track inbound and outbound call performance.
• Drive team achievement of call, conversion, and revenue targets.
• Handle escalated customer issues and critical negotiations.
• Review call quality, provide feedback, and coach team members.
• Ensure accurate usage of CRM systems, reporting, and data management.
• Coordinate with sales, marketing, finance, and operations teams.
• Prepare daily and weekly performance reports for management.
• Train new team members on processes, products, and scripts.
• Maintain team discipline, attendance, and professional conduct.

Eligibility & Skills:
• Graduate or equivalent qualification.
• 3–6 years of experience in call centre, tele-sales, or customer engagement roles.
• Prior experience in team supervision or leadership preferred.
• Excellent communication, leadership, and conflict resolution skills.
• Proficient in CRM systems and reporting tools.
• Ability to manage targets, pressure, and team performance effectively.

Key Performance Indicators (KPIs):
• Team conversion and revenue performance.
• Call quality and compliance adherence.
• Accuracy in CRM usage and reporting discipline.
• Team attendance and productivity.
• Customer satisfaction and timely escalation resolution.

Job Type: Full-time

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person