Hiring Call Centre Team Lead (Prefer Tele Sales Background)

5 - 10 years

5 - 9 Lacs

Posted:1 day ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Hiring for Domestic Voice process, only day shifts role.

Job Responsibilities

  • Lead, mentor, and guide a team of Customer Service Representatives to deliver consistent service excellence.
  • Conduct regular team meetings to communicate objectives, performance updates, and operational expectations.
  • Support the setting of clear performance goals and targets aligned with organizational priorities.
  • Track and evaluate individual and team performance against defined Key Performance Indicators (KPIs).
  • Identify performance gaps and implement corrective strategies to achieve service and productivity benchmarks.
  • Ensure team members are thoroughly trained on products, services, systems, and standard operating procedures.
  • Perform regular call monitoring and provide structured feedback to enhance customer interactions and service quality.
  • Manage customer escalations effectively, ensuring timely resolution and high customer satisfaction.
  • Collaborate with cross-functional teams to resolve issues, streamline processes, and improve service delivery.
  • Monitor and manage call volumes and queues to ensure optimal workforce utilization.
  • Prepare, analyse, and present reports on individual and team performance metrics.
  • Leverage data insights to identify trends, improvement opportunities, and best practices.
  • Foster open communication and a collaborative culture within the team and across departments.
  • Act as a communication bridge between senior management and the team, ensuring clarity and alignment.

Desired candidate profile

Min 3+yrs work experience in team handling role, should have tele sales expertise.

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