- *Job Summary**
- --------------
The Assistant Team Leader (ATL) is responsible for supporting the Team Leader in managing day\-to\-day contact center operations, ensuring team productivity, service quality, customer satisfaction, and achievement of business targets. The role involves team supervision, performance monitoring, coaching, and process compliance.**Key Responsibilities**
### **Team Management**
- Assist in managing a team of Customer Support Executives / Telecallers.
- Monitor daily attendance, adherence, and productivity of team members.
- Conduct regular team huddles and communicate business updates.
- Support new employee onboarding and training activities.
- Motivate and guide team members to achieve individual and team goals.
### **Performance Management**
- Track daily, weekly, and monthly performance metrics.
- Monitor KPIs such as productivity, conversion, AHT, CSAT, quality scores, and adherence.
- Identify performance gaps and provide coaching and feedback.
- Prepare and maintain team performance reports and dashboards.
### **Operations Management**
- Ensure smooth functioning of daily contact center operations.
- Handle customer escalations and provide timely resolution.
- Monitor call quality and ensure compliance with company processes and policies.
- Coordinate with Quality, Training, MIS, HR, and other support functions.
### **Process Improvement**
- Identify operational challenges and suggest process improvements.
- Share best practices with team members to improve efficiency.
- Ensure adherence to SOPs and compliance requirements.
### **Reporting \& Documentation**
- Maintain accurate operational records and reports.
- Share daily operational updates with management.
- Assist in workforce planning and scheduling activities.
- *Desired Candidate Profile**
- ----------------------------
- Graduate in any discipline.
- 2–5 years of experience in Contact Center/BPO Operations.
- Minimum 1 year of experience in a Team Lead or SME/ATL role preferred.
- Strong communication and interpersonal skills.
- Good analytical and problem\-solving abilities.
- Proficiency in MS Excel and reporting tools.
- Ability to work in rotational shifts and under pressure.
- *Key Skills**
- -------------
- Team Handling
- Contact Center Operations
- Performance Management
- Customer Service
- Escalation Management
- Coaching \& Mentoring
- MIS Reporting
- Quality Monitoring
- Process Compliance
- Stakeholder Management
- Team Productivity
- Service Level Achievement
- Quality Scores
- Customer Satisfaction (CSAT)
- Conversion/Revenue Targets (if applicable)
- Attendance \& Adherence
- Attrition and Employee Engagement
- *Experience:** 2–5 Years
- *Employment Type:** Full\-Time
- *Industry:** BPO / Contact Center / Customer Support / Healthcare Contact Center (if applicable)