Assistant Team Leader

Job SummaryWe are looking for a responsible and proactive Assistant Team Leader (ATL) to support the Team Leader in managing day-to-day call center operations. The candidate will be responsible for monitoring team performance, ensuring service quality, supporting agents with escalations, and preparing daily/weekly performance reports.

• Key ResponsibilitiesAssist the Team Leader in managing and monitoring day-to-day call center operations.
• Monitor agent performance, productivity, attendance, adherence, and call quality.
• Track inbound and outbound call performance and ensure assigned targets are achieved.
• Monitor missed calls, callbacks, follow-ups, and pending leads.
• Handle and resolve agent-level queries and customer escalations.
• Conduct regular feedback sessions and support agents in improving their performance.
• Monitor call recordings and conduct quality checks as required.
• Prepare and maintain daily, weekly, and monthly performance reports.
• Maintain trackers for attendance, productivity, follow-ups, escalations, and other operational metrics.
• Coordinate with internal departments to resolve customer/patient-related queries.
• Support the Team Leader in implementing process updates, SOPs, and operational requirements.
• Conduct team huddles and communicate important process updates to agents.
• Identify performance gaps and highlight them to the Team Leader with appropriate observations.
• Ensure proper adherence to call center processes, scripts, and communication standards.
• Excel Skills – MandatoryGood working knowledge of MS Excel is required.
• Ability to prepare and maintain operational trackers and reports.
• Should be comfortable working with filters, sorting, conditional formatting, basic formulas, VLOOKUP/XLOOKUP, COUNTIF/SUMIF, and Pivot Tables.
• Ability to analyze call center data and identify performance trends.
• Experience in preparing daily/weekly/monthly MIS reports will be an advantage.
• Required SkillsGood communication and interpersonal skills.
• Strong team-handling and coordination skills.
• Good problem-solving and decision-making abilities.
• Attention to detail and ability to work with data.
• Ability to manage multiple tasks and meet deadlines.
• Customer-focused and service-oriented approach.
• Basic knowledge of call center KPIs such as AHT, Answer %, Conversion %, Productivity, Occupancy, and Quality.
• Qualification & ExperienceGraduate in any discipline.
• 1–3 years of experience in a call center/BPO environment, preferably with experience as a Senior Executive, SME, or ATL.
• Experience in handling a team or supporting team operations will be preferred.
• Good Excel knowledge is mandatory.

Preferred CandidateA candidate who is comfortable with both people management and data/reporting, and can support the Team Leader in maintaining smooth day-to-day operations.