A team leader for a call center assists a business with the daily operations of their call center, in a supervisory capacity. The job generally calls for an individual to possess an advanced understanding of the company's offerings and/or services, as well as knowledge of the company's specific call center's workflow. Advanced customer service skills advanced problem-solving skills, as well as the capability to effectively communicate with managers, customers as well as team members. Most often, a team leader oversees at least two customer service reps (CSRs) in a specific team, giving them guidance and support to achieve company objectives in areas like the volume of calls per day and sales. They also offer support to customers in cases that require the supervision of a manager. They typically have the power to approve or deny customers' requests, which team members are not able to. In large or medium-sized contact centers, it could be several team leaders who are accountable to a department or supervisor. They are typically required to keep track of the team's daily activities and must utilize a variety of the company's tools to provide reports on a daily, monthly, and weekly basis to their supervisors. Team leaders are also required to be the one who relays information to their team, as well as other departments and managers. They could be asked to conduct weekly or daily team meetings to relay instructions from management up the chain and provide feedback on previous daily or monthly data and act as a an inspirational coach for their team. Additionally, they could be required to assist with reviews of employees as well as attendance records and training for others CSRs.

The call center team lead position in India is expected to witness significant growth in the market. Over the past 10 years, this role has displayed an upward trend in demand. With the increasing number of companies outsourcing customer service functions to India, there will be a surge in employment opportunities for call center team leads in the future. According to recent data from Google, the projected growth of this position in India is highly promising, suggesting a bright future for individuals pursuing a career in call center management.

How to Learn

As a Call Center Team Lead with 0-3 years of experience in India, your main responsibilities include:<ul><li> Supervising a team of call center agents, ensuring they adhere to quality standards and meet performance targets.</li><li> Providing ongoing coaching and training to team members to improve their skills and enhance customer service.</li><li> Monitoring and analyzing call center metrics to identify areas for improvement and implement strategies to enhance operational efficiency.</li><li> Resolving escalated customer complaints and issues, ensuring prompt and satisfactory resolution while maintaining a positive customer experience.</li></ul>

Roles & Responsibilities

Average take home Salary for a Call Center Team Lead in India is around $3817 per year

Salary Breakup

A team leader for a call center assists a business with the daily operations of their call center, in a supervisory capacity. The job generally calls for an individual to possess an advanced understanding of the company's offerings and/or services, as well as knowledge of the company's specific call center's workflow. Advanced customer service skills advanced problem-solving skills, as well as the capability to effectively communicate with managers, customers as well as team members.

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Call Center Team Lead

Salary Breakup

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