Assistant Team Leader

• *Job Summary**
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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**

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### **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**
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• 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**
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• Team Handling
• Contact Center Operations
• Performance Management
• Customer Service
• Escalation Management
• Coaching \& Mentoring
• MIS Reporting
• Quality Monitoring
• Process Compliance
• Stakeholder Management

• *KPIs**
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• 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)