Team Leader
Gratitude IncTeam Leader
Job Description
Key Skills
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Job Summary:
The Contact Center Team Leader is responsible for leading, coaching, and managing
a team of voice and chat customer service associates.
Required Qualifications
Bachelor’s degree or equivalent work experience
At least 2 years of contact center experience, with 2 years in a Team Leader or supervisory role
Experience supporting energy utilities, utilities, Telecom, Insurance, Banking & Financial Services
Proven experience managing voice and chat customer service teams
Strong working knowledge of contact center KPIs and performance management
Skills and Competencies:
Strong leadership, coaching, and people management skills
Customer-focused mindset with strong problem-solving and decision-making
abilities
Ability to manage escalations calmly and professionally
Data-driven approach with strong analytical and reporting skills
Ability to thrive in a fast-paced, 24/7 operational environment
Others:
• Should not be a job hopper who only works for less than a year per company
• Must have the mandated documents, such as a TOR and a diploma, to qualify
• Should have no previous or recent application with TCS, nor be a former employee of TCS
PRE-SCREENING QUESTIONS:
1. How many years of Team Leader or Supervisory experience do you have in a BPO setting?
2. What domains or LOBs were you able to handle?
3. How much is your last drawn salary and expected salary?
4. Do you have your TOR and Diploma on hand?
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
Telecom / ISP
Work Mode
Work from office
Process
Chat
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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