Call Center Team Leader

Key Responsibilities:

• Team Management:
• Supervise, guide, and motivate a team of call center agents.
• Conduct regular team meetings to communicate updates, goals, and performance feedback.
• Develop training plans to improve the team's product knowledge and customer service skills.
• Customer Service Excellence:
• Ensure timely and accurate handling of customer inquiries, complaints, and service bookings.
• Monitor customer interactions to ensure a high standard of service.
• Resolve escalated customer issues promptly and professionally.
• Operational Efficiency:
• Develop and implement processes to streamline call center operations.
• Monitor call queues, service levels, and response times to optimize performance.
• Ensure adherence to company policies and procedures.
• Performance Monitoring:
• Set performance targets for the team and track progress.
• Analyze call center metrics and prepare regular reports for management.
• Identify areas of improvement and implement corrective actions.
• Coordination with Service Team:
• Work closely with the automobile service department to ensure seamless coordination between customer queries and service appointments.
• Communicate customer feedback to relevant teams for continuous improvement.

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Management, or related field.
• Proven experience as a Team Leader or Supervisor in a call center, preferably in the automobile industry.
• Strong understanding of automobile service processes and customer needs.
• Excellent communication and interpersonal skills.
• Leadership and motivational skills to manage a diverse team effectively.
• Proficiency in call center software and CRM tools.
• Strong problem-solving and decision-making abilities.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Work Location: In person