Team Lead

Role Overview

This opportunity is for a Team Leader in call centre operations for a UAE-focused project based in Noida. The role calls for someone with excellent communication skills and hands-on exposure to retail sales processes, capable of guiding a customer service team and driving performance outcomes.

Work Details

Location: Noida

Shift: Rotational

Working days: 6 days per week with rotational weekly off

Calling window: 11:30 AM to 2:30 AM

Key Responsibilities

• Supervise and direct a team of customer service representatives in day-to-day call centre activities.
• Drive the team toward meeting KPI, SLA, and sales objectives.
• Support customers by resolving queries, managing escalations, and providing floor assistance.
• Review performance data, identify gaps, and implement improvements to raise productivity.
• Plan and deliver training, coaching sessions, and regular performance evaluations.

Required Profile

• A graduate degree from a recognised university is required.
• Applicants should have at least 2 years of experience in BPO/ITES, including 1 year or more in a Team Leader capacity.
• Prior experience in a retail sales process is mandatory.
• Strong verbal and written communication skills are essential.
• The role requires leadership capability and a practical approach to problem-solving.
• Working knowledge of MS Office and CRM platforms is expected.

Skills Needed

• Team leadership
• Customer service management
• Sales performance orientation
• KPI and SLA tracking
• Escalation handling
• Coaching and mentoring
• Performance analysis
• MS Office proficiency
• CRM tools
• Problem solving

Application Note

Interested candidates can share their CV with the hiring contact mentioned in the source.