Reports to AVP – Customer Support Title
No of
4- 5 TL Level IV-B
Level/Grade IV B Type of position:
Age Criteria 35-40 yrs
General Description of the Job
The job involves –
 Assisting in the daily operation of the call center to ensure KPI’s are met and maintained in line with
company defined objectives.
 Recruitment planning Coaching and mentoring team leaders/managers while assisting in their
training and development.
 Calibrating across their TLs and other Team Managers on the floor to ensure service quality and weed
out any inefficiencies or partialities.
 Assisting in the development and implementation of projects to improve performance against
 Ensuring customer complaints are actioned and resolved as per service guidelines.
 Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure
effective and efficient operation of the call center
Role & Responsibilities
 Establish work procedures and processes that support company and departmental standards and
strategic directives.
 Continuously engage with other functions in the Organization to improve processes by eliminating
gaps for better service delivery and an inclusive culture for the Call Center Team
 Assist the Site Head in ensuring that a healthy, performance oriented and positive culture prevails in
the Call Center.
 Effectively manage customer escalations. Spear head Reward and recognition and other engagement
activities at the Center
 Undertaking regular one-to-one meetings, team meetings at various levels, training and
counselling/coaching sessions for all direct reports, conducting regular performance appraisals and
remuneration reviews.
 Budgetary management.
 Initiating and supporting all Service enhancement initiatives across the Org