Call Center Supervisor / Team Leader

About the role

Kalash Services Pvt. Ltd. is looking for a responsible and performance‑driven Supervisor/Team Leader to lead a team of Customer Service Representatives (CSRs) and ensure smooth day‑to‑day call center operations. The ideal candidate will be a strong communicator with excellent team‑handling, coaching, problem‑solving, and performance‑management skills.

Key responsibilities

• Supervise and manage daily activities of the assigned call center team.
• Lead, motivate and support CSRs to achieve individual and team targets.
• Monitor performance against KPIs, SLAs, productivity and quality standards.
• Track attendance, punctuality, schedule adherence and overall team discipline.
• Conduct daily briefings, communicate operational updates and client requirements.
• Provide coaching, feedback and implement improvement plans.
• Handle customer escalations and support CSRs with complex issues.
• Prepare and submit performance reports to the Operations Manager.
• Coordinate with Quality, Training, WFM, HR and Operations teams as needed.
• Support onboarding, training and on‑the‑job coaching for new employees.

Required profile

• Bachelor’s degree in Business Administration, Management or related field.
• 2–3 years experience in a call center/BPO environment, preferably with supervisory experience.
• Strong understanding of customer service and call center operations.
• Experience monitoring KPIs, SLAs, productivity and quality performance.
• Good knowledge of MS Office, especially Excel and reporting.
• Excellent leadership, communication and interpersonal skills.
• Ability to coach, motivate and manage team members effectively.
• Problem‑solving and conflict‑resolution abilities; able to work under pressure.
• Willingness to work rotational shifts, including weekends and holidays.

Required skills

• Team Leadership & Supervision
• Call Center Operations
• KPI & SLA Management
• Performance Monitoring
• Coaching & Feedback
• Customer Escalation Handling
• Quality & Productivity Management
• Reporting & Data Analysis
• Conflict Resolution
• Process & SOP Compliance

What we offer

• Opportunity to lead and develop a professional call center team.
• Learning and career growth opportunities.
• Exposure to diverse customer service and BPO operations.
• Collaborative, performance‑oriented work environment.
• Development of leadership and operational management skills.