Team Leader Contact Center
Latinem Private Limited
5 - 10 years
Hyderabad
Posted: 21/12/2025
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Job Description
Location: Hyderabad
Experience: 57 Years | International Process
We are looking for an experienced Contact Centre Team Leader to manage and mentor a team of customer service representatives, drive operational excellence, and consistently meet key performance metrics.
Key Responsibilities:
- Lead daily contact centre operations and manage team performance
- Track KPIs: AHT, CSAT, NPS, FCR, SLA, Attrition, Shrinkage
- Conduct coaching sessions and handle escalations
- Monitor quality, ensure SOP compliance, and share performance reports
- Coordinate with cross-functional teams for efficiency
Requirements:
- 57 years in an international contact centre environment
- Minimum 2 years as a Team Leader
- Experience in Real Estate / BFSI / E-commerce / Telecom
- Excellent communication and people management skills
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