Team Leader

Job Description:

Job Title: Team Leader – Contact Center Operations

Location: Ahmedabad
Experience: 5–8 Years

Key Responsibilities:
Manage 3–4 client accounts with a team size of 7–10 FTEs
Ensure team productivity and adherence to quality SLAs (Service Level Agreements)
Conduct weekly client calls, address team queries, and share Minutes of Meeting (MoM)
Handle customer escalations and complaints effectively
Lead, motivate, mentor, and develop a team of 7–10 members
Monitor and manage individual and team performance against KPIs
Maintain high levels of employee engagement and customer satisfaction
Demonstrate strong problem-solving and decision-making capabilities
Manage time, priorities, and deliverables efficiently
Handle conflict situations and difficult conversations professionally
Drive change management initiatives within the team
Build strong relationships with clients, stakeholders, and team members
Take ownership and accountability for team performance

Key Skills & Competencies:
Strong analytical and problem-solving skills
Ability to work under pressure in a fast-paced environment
Excellent leadership and team management abilities
Effective planning and organizational skills
Strong communication and interpersonal skills
Solution-oriented mindset with confident decision-making
Resilient, adaptable, and a strong team player
Ability to understand the bigger business picture

Qualifications:
Essential: Grade 12 (Higher Secondary)
Preferred: Degree/Diploma in Management or relevant field

Experience Required:
2+ years in a contact center (preferably handling UK clients)
1–3 years of experience in a leadership/team handling role
Experience managing a team of 7–10 members
Proven track record of meeting client and business targets