Job Description

We have 2 Team leader and 1 Trainer openings

1 TL and 1 Trainer for Bangalore JP Nagar(kannada Must)

1 Trainer for chennai (Malayalam Must)

JD for TL

Team Performance and Management:

Supervise and support a team of call centre agents to achieve individual and team goals. Monitor daily operations to ensure service level agreements (SLAs) are met. Conduct regular team meetings, performance reviews, and one-on-one sessions. Provide coaching, training, and feedback to help agents improve their skills and performance. Motivate the team and maintain high morale.

Operational Oversight:

Set team goals and monitor progress towards them. Delegate tasks and manage team workflows. Handle escalated customer issues and complaints professionally. Implement and improve call centre processes and workflows for greater efficiency.

Reporting and Analysis:

Analyze performance metrics and prepare reports for management. Track and report on key performance indicators (KPIs) and other metrics. Use data analysis to identify trends and suggest solutions to management.

Collaboration and Compliance:

Collaborate with other departments to resolve complex issues and ensure cohesive customer service strategies. Ensure the team adheres to company policies and standards
JD for Trainer

Training development:

Design and create training programs and materials, including lesson plans, presentations, videos, and role-playing exercises.

Training delivery:

Conduct and facilitate training sessions for new hires and existing staff, both in classroom-style settings and through one-on-one coaching.

Onboarding:

Manage the onboarding process for new call center agents, ensuring they are familiar with company policies, procedures, and systems.

Skill gap analysis:

Identify individual and team skill gaps through call monitoring, performance evaluations, and analysis of metrics.

Performance coaching:

Provide ongoing coaching and feedback to help agents improve their performance on calls and in written communication.

Program assessment:

Evaluate the effectiveness of training programs through feedback, performance metrics, and pre/post-training assessments.

Record keeping:

Maintain training records, track employee progress, and prepare reports for management.

Liaison:

Collaborate with call center managers and other departments to identify training needs and implement new strategies.
Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?40,000.00 per month

Benefits:

Health insurance Paid time off Provident Fund
Work Location: In person