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Job Description
Structured overview of role & requirementsAbout This Role
Supervise day-to-day operations of a call center team of 18-25+ associates ensuring SLA adherence and timely delivery.
Manage team performance, coaching, motivation, accountability, and discipline to achieve operational standards.
Drive continuous process improvements, handle escalations, and collaborate across departments to maintain high employee and customer satisfaction.
Minimum Requirements
Work Experience Required: Not explicitly mentioned in the JD.
Strong communication skills (written and verbal) with ability to present to stakeholders.
Willingness to work flexible schedules including 24x7 shifts.
Location: Gurugram, India (ONSITE)
Ideal Candidate Profile
Experience leading mid-sized call center teams focused on operational SLA and performance metrics.
Operationally strong with the ability to coach, mentor, and develop team members for improved productivity.
Comfortable working under pressure with proven ability to manage multitasking and prioritization to meet timelines.