Call Centre Team Lead

Role & responsibilities

• Responsible for monitoring all CC operations like Inbound and outbound Calls being followed as per SOP.
• Ensured to meet Service level, and AHT and maintain proper KPIs.
• Training Contact Centre Agents with proper soft skills and customer handling techniques that are required to ensure better customer service while Handling Calls
• To check Call Quality by doing regular Mock Calls and Call Barging to get an idea of the agents Voice Quality and customer handling skills while answering the calls.
• Planning and setting performance targets for the team to achieve optimum job performance and enhance their productivity.
• Identified concerns areas and actions such as Product Training or realignment to develop multi-skilled teams.
• Undertake customer surveys/feedback mechanism exercises to analyze product performance, and service requirements and work to strengthen customer connections.
• Create a proper channel for Communication between the field team, CC agents and end customers to manage Escalations and resolve customer Queries within the specified time.
• To handle We Care and ORM cases precisely such that the customer receives responses within the TAT by coordinating with respective ASIs & RSIs.
• Strong Monitoring of the CC process and if any process deviation is found then PENALTY is raised accordingly to maintain better Performance and ensure proper payment every month by doing a proper check of Man-days/process flow/TAT & SLA as per process maintained or not.
• Regular Call Audits on multiple Parameters as described by the Department to monitor CS Field operations in maintaining Business Hygiene.

Preferred candidate profile

• Experience in handling CC operations and managing a team of 50 agents, team leader, and other aligned resources for the process.
• Proficient in MS-office (Excel and PowerPoint)
• Good communication skills (Oral and written)
• Handling Contact Center Operations as Team Leader or Manager.

Preferably where TICKET management is happening.

Kindly share across your profile/CV on sanika.vagal@in.panasonic.com

**Only Western line residents of Mumbai will be preferred**