Job Description

Key Responsibilities

Team Management:

Lead, motivate, and supervise a team of call center representatives.

Performance Monitoring:

Monitor daily operations, track key performance indicators (KPIs), and provide constructive feedback and coaching to agents.

Customer Service:

Handle escalated customer issues and complaints, working to resolve them efficiently.

Training & Development:

Develop and implement training programs to enhance agent skills and support professional growth.

Reporting & Analysis:

Analyze call center data to identify trends, prepare performance reports, and provide insights for improvement.

Process Improvement:

Implement strategies and process improvements to enhance call center efficiency and customer satisfaction.

Resource Management:

Manage team schedules, attendance, and workload distribution to ensure optimal resource allocation.

Collaboration:

Coordinate with other departments to resolve complex issues and improve overall customer experience.

Required Skills & Qualifications

Leadership Skills:

Ability to lead, motivate, and mentor a team effectively.

Communication Skills:

Strong verbal and written communication skills to provide feedback, handle escalations, and collaborate with others.

Technical Proficiency:

Knowledge of call center technology, software, and data analysis tools.

Problem-Solving:

Excellent negotiation and problem-solving skills to handle complex customer issues and operational challenges.

Customer Focus:

A strong orientation towards customer service and a commitment to achieving high customer satisfaction.

Organizational Skills:

Strong organizational abilities and attention to detail to manage tasks and resources effectively.

Experience:

Typically requires previous experience in a call center environment.

Role:

Team Leader

Job Types: Full-time, Permanent

Pay: Up to ₹20,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person

Speak with the employer

+91 9031616926