Asst Manager / Team Lead
- Computer Generated
- 3 - 8 years
- Hyderabad
- 4 months ago
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Job Description
Job Summary
We are seeking a result-driven Assistant Manager / Team Lead to manage call centre operations, drive performance, and deliver an excellent customer experience. The role involves leading a team of agents and supervisors, ensuring KPIs are met, and collaborating with management to achieve business goals.
Key Responsibilities
- Manage day-to-day call centre operations for inbound/outbound processes.
- Lead, mentor, and motivate agents and team leads to achieve targets (SLA, KPI, CSAT, AHT).
- Monitor call performance, quality, and compliance with company standards.
- Conduct regular coaching, feedback sessions, and performance evaluations.
- Handle escalations and ensure timely resolution of customer issues.
- Prepare daily/weekly/monthly MIS and performance reports for leadership.
- Drive continuous improvement by identifying gaps and implementing solutions.
- Collaborate with workforce management on staffing, scheduling, and resource planning.
- Support recruitment, training, and onboarding of new agents/team leads.
Requirements
- Graduate/Postgraduate degree (preferred).
- 47 years of call centre/BPO experience, with at least 23 years in a Team Lead or Assistant Manager role.
- Strong knowledge of call centre metrics, operations, and people management.
- Excellent communication, leadership, and problem-solving skills.
- Experience handling international processes (preferred).
- Ability to work in rotational shifts, weekends, and under pressure.
interested candidates drop resume to : hb*******m@cg***c.com
Job Classification
Industry: Recruitment / StaffingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: Computer GeneratedLocation(s): Hyderabad
Keyskills: Call Center Management Call Center Operations
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Computer Generated Solutions India (P) Ltd. For more than 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through technology. Headquartered in New York City, CGS employs over 7,000+ professionals in 21 offices in North Am...
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