Position Team Leader – CRT,
Job Title TL – Customer Relationship Team
Vertical /
Department Call Centre / Customer Support (Customer Relationship Team)
Reports to Team Manager – Customer Support Representative


No of

15 – 20 agents

Level/Grade 4A Type of position:


Age Criteria 24 -32 yrs
General Description of the Job
The job involves –
1. Providing quality and efficient customer service to customers through daily management of a team
of upto 30 employees to include hiring, motivating, recognizing and rewarding, coaching, training
and problem solving
2. Assist Team Manager with development, process improvement, analysis and implementation of
efficiency or quality initiatives
3. Monitor resource utilization & performance
Role & Responsibilities
1. Supervising the performance and providing daily direction to a team of Team Coaches and CSRs to
deliver to Organization goals of Service standards and Productivity standards
2. Provide statistical and performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement.
3. Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict
situations with either customers or employees
4. Assisting Team Manager with process improvement initiatives by coordinating with either other
teams in the Company or within Customer Support for system efficiency enhancement projects,
implementation on the floor of engagement programs, reward and recognition programs and
staffing , training and scheduling issues
5. Effectively manage customer escalations
6. Ensure complete participation and contribution in organization/process level initiatives (e.g. FTR
Enhancement, Absenteeism & Attrition control) that may be implemented from time to time to
improve quality and efficiency
7. Be available for employees that experience work and / or personal problems providing appropriate
coaching, counseling, direction and resolution
Education Requirements/ Skills
 Any Graduate / MBA
 Total experience 8+
 Minimum 1-3 years of experience as a Team Leader in a domestic/international BPO
 Strong interpersonal, problem solving, negotiating and verbal & written communication skills

CTC 8 lpa

 Strong computer knowledge and technical skills (including ease with multiple processes,

applications, Excel, Word).