Experienced professionals · 6 years

Call centre team leader resume sample

A complete, ready-to-edit resume for BPO team leaders and senior agents applying for team leader or manager roles. It fits on one page, follows the format Indian employers expect, and every line below is yours to copy or change.

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Sandeep Kumar

Team Leader – Customer Experience · Gurugram, Haryana

Professional Summary

Team leader with 6 years in international and domestic voice processes, currently leading 18 agents in a telecom support process. Consistently beats targets on CSAT, AHT and first-call resolution through daily huddles, call coaching and clear rosters. Ready to step up to an assistant manager role in operations.

Skills

Operations

  • CSAT
  • AHT
  • FCR
  • Quality monitoring
  • Roster & shrinkage planning
  • Escalation handling

People

  • Call coaching
  • Daily huddles
  • Performance reviews
  • New-hire training

Tools

  • Avaya
  • Genesys
  • Salesforce Service Cloud
  • Freshdesk
  • MS Excel
  • Power BI

Work experience

Team Leader, Skyreach Customer Services Pvt. Ltd.

Gurugram, Haryana · Jan 2023 – Present

  • Lead 18 agents on a telecom postpaid support process (inbound voice, Hindi and English).
  • Raised team CSAT from 82% to 91% and first-call resolution from 68% to 79% in 12 months.
  • Brought average handle time down from 7.5 to 6.1 minutes with call coaching and quick-reference guides.
  • Cut agent attrition in the team from 40% to 22% through fair rosters and recognition.

Senior Customer Care Executive / SME, Globalink BPO Solutions

Gurugram, Haryana · Jul 2019 – Dec 2022

  • Handled 70+ calls a day for a US retail client; top quartile on quality for 10 straight months.
  • Promoted to subject-matter expert; trained 4 new batches (60 agents) on process and systems.

Education

  • Bachelor of Arts (B.A.)

    Maharshi Dayanand University · MDU Rohtak · 62.0% · 2016 – 2019

  • Class 12 (Humanities)

    Government Senior Secondary School · HBSE · 70.0% · 2016

Certifications

  • COPC Customer Experience Standard – Awareness – COPC Inc. (2024)
  • Lean Six Sigma Yellow Belt – KPMG (online) (2023)

Achievements & Awards

  • Best Team Leader – Q3 – Skyreach Customer Services (2025)

Languages Known

  • Hindi – Native
  • English – Fluent

Tips for customer service and hospitality resumes

  • Show service numbers: calls or chats a day, CSAT, resolution time.
  • Mention the languages you speak and the tools you use (CRM, ticketing).
  • Add process knowledge: escalations, quality audits, shift handling.
  • Before you apply, paste the job advert into Dossier4u's ATS check: it lists the skills, years and qualifications the advert asks for that your resume does not show yet.

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