Team Lead - Call Center

Key Responsibilities

• Team Management: Lead, motivate, and supervise a team of call center representatives.
• Performance Monitoring:Monitor daily operations, track key performance indicators (KPIs), and provide constructive feedback and coaching to agents.
• Customer Service:Handle escalated customer issues and complaints, working to resolve them efficiently.
• Training & Development: Develop and implement training programs to enhance agent skills and support professional growth.
• Reporting & Analysis: Analyze call center data to identify trends, prepare performance reports, and provide insights for improvement.
• Process Improvement: Implement strategies and process improvements to enhance call center efficiency and customer satisfaction.
• Resource Management: Manage team schedules, attendance, and workload distribution to ensure optimal resource allocation.
• Collaboration: Coordinate with other departments to resolve complex issues and improve overall customer experience.

Required Skills & Qualifications

• Leadership Skills: Ability to lead, motivate, and mentor a team effectively.
• Communication Skills: Strong verbal and written communication skills to provide feedback, handle escalations, and collaborate with others.
• Technical Proficiency: Knowledge of call center technology, software, and data analysis tools.
• Problem-Solving: Excellent negotiation and problem-solving skills to handle complex customer issues and operational challenges.
• Customer Focus: A strong orientation towards customer service and a commitment to achieving high customer satisfaction.
• Organizational Skills: Strong organizational abilities and attention to detail to manage tasks and resources effectively.
• Experience: Typically requires previous experience in a call center environment.

Role: Team Leader

Job Types: Full-time, Permanent

Pay: Up to ₹20,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person

Speak with the employer
+91 9031616926