Team Leader – Executive/Senior Executive

About the role

The Team Leader will oversee a group of call centre agents, driving performance and ensuring the delivery of exceptional customer service. This position reports to senior management and plays a pivotal role in maintaining operational standards and achieving key performance indicators.

Key responsibilities

• Supervise daily activities of call centre agents, providing guidance and support.
• Coach and motivate team members to meet and exceed KPI targets.
• Monitor service quality and ensure compliance with established processes.
• Identify performance gaps and implement corrective actions.
• Foster a high‑performance, customer‑focused culture within the team.
• Collaborate with other departments to resolve escalated issues.

Required profile

• Strong leadership and people‑management abilities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Proven track record of achieving performance targets in a call‑centre environment.

Required skills