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The Kids Clinic
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Call Centre Team Lead

Call Centre Team Lead

The Kids Clinic

4 - 8 years

5 - 10 Lacs

Gurgaon

Posted:2 months ago| Platform:

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Skills Required

Call Center Operations Outbound Sales Inbound Calls Outbound Calling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities Analysis/audits inbound/outbound calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support /Sales teams Provides structured and timely recommendations; verbal and/or written feedback to the advisors. Conduct Calibration sessions in sync with the Delivery and QA team Develop, Recommend and monitor corrective and preventive actions Maintain high performance in key metrics: Ensure that the team meets and exceeds key performance indicators such as service levels, abandon ratios, and call answer rates. Monitor and manage key process metrics: Track and assess essential metrics such as conversions, login hours, call quality, ACW, Average Call Handle Time (ACHT), and customer complaints. Taking daily, weekly and monthly calls with call centre agencies by making them understand the expectations from the Cloudnine business teams and provided updates Identify and provide training requirements and coaching to call centre executives Prepare Daily/Weekly reports Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS /Sales Support teams and sites Person would be based out in the Call centre agency only and has to visit the respective call centres 4 to 5 times in a week in Gurgaon and could travel to Bangalore also if required. Preferred candidate profile Outbound Sales Experience. Experience in quality. Good Communicational skills English and Hindi and other languages are added advantage Good at Excel and publishing the checklist. Note - Interested Candidates can share resume at anshusi@cloudninecare.com

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The Kids Clinic

www.thekidsclinic.com

Healthcare

Childtown

50 Employees

12 Jobs

Key People

Dr. Jane Doe

Medical Director
John Smith

Practice Manager

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