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Common mid-level BPO team-leader role in Gurgaon with broad requirements increases applicant competition.
Call-center operations, coaching, and attrition management make cross-industry transferability limited.
Explicit 5+ years and preferred management experience creates moderate filtering of applicants.
Supervise and mentor a group of call center associates and Team Leaders to meet performance metrics.
Manage team performance including coaching, motivation, accountability, and handling escalated customer calls.
Lead initiatives to improve productivity, quality, and retention while ensuring service meets contractual KPIs and financial goals.
5+ years of experience with at least 1 year in progressive management experience.
Associate's degree in a related field preferred.
Willingness to work a flexible schedule.
Location requirement: Gurgaon, India.
Experienced in managing call center teams with strong capability in coaching and performance management.
Capable of handling multi-tasking, prioritization, and meeting deadlines effectively.
Able to lead team efforts to reduce attrition and improve service quality aligned with operational KPIs.