Assistant Team Lead Operations
Actively Reviewing the ApplicationsBVS Global
Job Description
The Assistant Team Lead – Corporate Services will support the team in delivering high-quality service to corporate clients, ensuring accuracy, compliance.This role requires strong coordination skills, attention to detail, the ability to guide team members, and a proactive approach to resolving challenges. The individual will act as a bridge between the team and higher management to ensure smooth operations and superior client experience.
Key Responsibilities
- Manage a team of 8 – 15 customer service agents
- Monitor daily performance, productivity & quality scores
- Conduct team briefings and coaching sessions
- Handle customer escalations
- Ensure SLA, KPI and CSAT targets are achieved
- Prepare performance reports and team dashboards
- Support training and onboarding of new agents
- Ensure compliance with internal SOPs, client guidelines, transparent and disciplined.
Skills & Competencies
- Team management & leadership ability
- Experience with CRM / ticketing systems
- Knowledge of call monitoring, QA & performance management
- Ability to handle high-pressure customer situations
Preferred Profile
- Experience in International process / GCC clients
- Experience in Sales or Customer Retention teams
- Knowledge of contact center KPIs (AHT, FCR, CSAT, SLA)
Job Type: Full-time
Pay: Up to ₹55,000.00 per month
Work Location: In person
Required Skills
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