Website:
justtawk.com
Job details:
Company Description Justtawk | جاست توك is an all-in-one call handling solution that helps businesses of all sizes deliver seamless customer support. Through innovative, subscription-based services, Justtawk enables companies to launch fully functional contact centers within minutes and focus on business growth. The platform offers quick setup, affordable and customizable plans, and 24/7 multilingual support in Hindi, English, Kannada, and Tamil. Clients also benefit from free tools such as dialer, CRM, and reporting features that streamline operations. Justtawk’s mission is to make high-quality, reliable customer support accessible to entrepreneurs, startups, freelancers, and MSMEs by bridging the gap between businesses and their customers.
Role Description The Team Leader Operations is a full-time, on-site role based in Bhopal. This role is responsible for supervising daily call center operations, including monitoring agent performance, managing schedules, and ensuring service level targets are met. The Team Leader will guide and coach team members, handle escalated customer issues, and ensure adherence to operational policies and quality standards. They will analyze performance reports, identify areas for improvement, and collaborate with management to implement process enhancements. The role also involves coordinating with cross-functional teams, supporting training initiatives, and maintaining a positive, customer-focused work environment.
Qualifications
- Candidates should possess strong team leadership and people management skills, including coaching, performance monitoring, and conflict resolution.
- Candidates should possess operations and process management skills, such as workforce planning, KPI tracking, and quality assurance in a contact center or customer support environment.
- Candidates should possess excellent communication and interpersonal skills, with the ability to handle escalations, provide feedback, and collaborate effectively across teams.
- Candidates should possess analytical and problem-solving skills, including proficiency in using CRM systems, dialer tools, and reporting dashboards to drive operational improvements.
- Candidates should possess customer service and client relationship skills, with a strong focus on service excellence and satisfaction.
- Relevant experience in call center or BPO operations, preferably in a leadership or supervisory role, is highly beneficial.
- A bachelor’s degree in business, management, or a related field is preferred, along with basic proficiency in MS Office and comfort with technology-driven environments.
- Ability to work in Bhopal on-site, manage shifts when required, and communicate in English and Hindi; additional regional language skills are an advantage.
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