Job Description

Coaching and Development:

Conducting regular one-on-one coaching sessions with call center agents to identify areas for improvement and create personalized development plans.

Performance Monitoring:

Tracking key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores to assess agent performance and identify trends.

Feedback and Support:

Providing constructive feedback to agents, offering examples of best practices, and brainstorming ways to improve specific behaviors and processes.

Training:

Developing and delivering training programs for new hires and existing agents to enhance their skills and knowledge.

Collaboration:

Collaborating with call center management and other departments to identify training needs and implement strategies to improve customer service.

Process Improvement:

Identifying areas for process improvement within the call center to enhance efficiency and effectiveness.

Reporting:

Preparing reports on team performance and customer service metrics to track progress and identify areas for further development.

Handling Escalations:

Assisting agents in handling escalated customer issues with professionalism and diplomacy.

Skills Required:

Strong Communication Skills:

Excellent verbal and written communication skills are essential for effective coaching and feedback delivery.

Active Listening:

The ability to actively listen to agents' concerns and understand their challenges is crucial for providing relevant and effective coaching.

Problem-Solving Skills:

The ability to identify and resolve issues that agents may be facing in their daily work.

Leadership Skills:

The ability to motivate and guide agents to achieve their full potential.

Call Center Knowledge:

A strong understanding of call center operations, customer service principles, and sales techniques.

Proficiency in Call Center Software:

Familiarity with call center software and systems is important for monitoring performance and analyzing data.
Job Types: Full-time, Permanent

Pay: From ?16,000.00 per month

Benefits:

Health insurance Provident Fund
Schedule:

Morning shift Rotational shift
Language:

Hindi (Preferred)
Work Location: In person