Team Lead / Floor Supervisor

Position Overview

The Call Center Team Lead / Supervisor is responsible for managing, coaching, and motivating a team of customer service representatives to deliver exceptional service and achieve performance targets. The role involves monitoring daily operations, ensuring adherence to processes, handling escalations, and driving continuous improvement in customer experience and team efficiency. Key Responsibilities

Team Management & Supervision

Lead, supervise, and support a team of call center agents. Monitor team performance and provide regular feedback, coaching, and mentoring. Schedule shifts, manage attendance, and ensure staffing adequacy.

Performance Monitoring

Track KPIs such as call quality, AHT (Average Handling Time), CSAT (Customer Satisfaction), and SLA adherence. Conduct call audits and performance evaluations. Prepare daily / weekly / monthly performance reports.

Customer Service Excellence

Handle escalated customer calls and resolve issues effectively. Ensure agents maintain professionalism, empathy, and adherence to company standards. Identify process gaps and recommend solutions for better customer experience.

Training & Development

Conduct regular training and refresher sessions for agents. Support new hires in onboarding and skill development. Promote a positive work environment that motivates the team.

Operations & Compliance

Ensure adherence to company policies, call scripts, and quality standards. Coordinate with other departments to resolve customer issues. Maintain compliance with data protection and regulatory requirements.

Qualifications

Bachelor’s degree (preferred) or equivalent work experience. 2–4 years of experience in a call center environment, with at least 1–2 years in a supervisory / team lead role. Strong leadership, coaching, and team management skills. Excellent communication, problem-solving, and conflict resolution abilities. Proficiency in call center software / CRM tools and MS Office. Ability to work under pressure, multitask, and meet targets. Knowledge of call center KPIs and operational metrics. Job Specification

Strong leadership and people-management skills. Excellent communication (English fluency preferred for international campaigns). Ability to coach, mentor, and motivate underperforming agents. Good knowledge of CRM tools, call monitoring systems, and reporting software. Analytical mindset with the ability to understand and act on KPIs. Conflict resolution and problem-solving abilities. Benefits

Health Insurance, Incentive Bonus, Medical, Sports and Entertainment

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