Team Leader / Subject Matter Expert

Team Leader / Subject Matter Expert

GVK Emergency Management and Research Institute (GVK EMRI) is seeking an experienced and dynamic Team Leader / Subject Matter Expert to manage and motivate a team of 18-20+ executives in a 24/7 rotational shift environment. This role is crucial for driving performance, maintaining operational excellence, and ensuring adherence to key call center metrics.

Role & Responsibilities:

• Demonstrated ability to effectively manage a team.
• Must know AHT (Average Handle Time), Attrition, Shrinkage, YTD (Year to Date)/MTD (Month to Date), etc.
• Possess expert knowledge of Operations processes and supporting tools.
• Draw up action plans for advisors requiring coaching or development.
• Track attrition and performance regularly.
• Provide regular updates to the Operations Manager regarding team performance.
• Prepare various reports.
• Perform real-time monitoring.
• Manage a team of at least 18-20+ executives.
• Ensure staff engagement and motivation at all times.
• Be comfortable with 24*7 rotational shifts.

Preferred Candidate Profile:

• 2-4 years of experience as a Team Leader in a Customer Service process, BPO, or Call Center.
• Equipped with adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.
• Ability to lead team members, multitask, prioritize, and meet timelines of deliverables.
• Ability to mentor, coach, and provide direction to team members.
• Willingness to work in a flexible schedule.
• Notice Period: Candidates available to start soon will be considered favorably.