Team Leader – Call Center Operations

Job Title: Team Leader – Call Center Operations

Location: Agartala, Tripura

Organization: Samvedna Development Society

Employment Type: Full-time | On-site

Start Date: Immediate joining preferred

About the Organization

Samvedna Development Society is a progressive NGO committed to community-centric development initiatives. We are currently hiring for a high-impact CSR initiative – Bharat Sanjeevani Tripura, in collaboration with Bharat Financial Inclusion Limited (BFIL) (a 100% subsidiary of IndusInd Bank) and the Animal Resources Development Department of Tripura.

This project focuses on improving veterinary healthcare and livestock management through an Emergency Response Center, ensuring timely service delivery across Tripura.

Position Summary

We are looking for a competent and motivated Team Leader to oversee the daily operations of the Emergency Response Call Center. This role involves managing a team of executives, coordinating with stakeholders, and ensuring high standards in veterinary service response and delivery.

Key Responsibilities

• Supervise and manage the Emergency Response Center team.
• Monitor call center operations including call volume, response time, and service quality.
• Assign tasks, resolve on-ground issues, and ensure smooth workflow.
• Coordinate with internal departments and government stakeholders for efficient handling of emergency calls.
• Analyze and report operational performance through dashboards and regular reports.
• Identify gaps and proactively resolve service-related issues to improve overall efficiency.

Qualifications

• Graduate in any discipline from a recognized university.
• Minimum 2–3 years of experience in a Team Leader role within a call center or customer service setup.
• Experience in livestock, rural development, or veterinary services is desirable but not mandatory.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent verbal and written communication.
• Proficiency in Bengali is required; knowledge of Tripuri or other local dialects is an added advantage.
• Analytical thinking with the ability to generate reports and interpret performance metrics.
• Comfortable with MS Office tools (Excel, Word, PowerPoint).
• Strong problem-solving abilities and ability to work under pressure.

What We Offer

• An opportunity to contribute to a meaningful cause impacting rural livelihoods.
• A collaborative work environment with growth opportunities in the social impact sector.
• A chance to be part of a nationally recognized CSR project in partnership with key government agencies.

Apply Link:-  https://forms.gle/ZJg82v1eraJWhh6NA

Interested candidates who meet the above requirements are encouraged to submit their resume along with a cover letter highlighting their relevant experience and qualifications to mohinee.thakur@sdsorg.in

Samvedna Development Society is an equal opportunity employer and welcomes applications from individuals of all backgrounds. We thank all applicants for their interest; however, only those selected for an interview will be contacted

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