Team Leader - Operations - IB/OB Sales

Key Responsibilities:

• Team Management:

• Supervise and lead a team of call center agents.
• Monitor team performance, provide regular feedback, and conduct performance appraisals.
• Organize and lead team meetings to discuss performance, challenges, and updates.

• Operations Management:

• Ensure smooth handling of inbound customer inquiries and outbound sales calls.
• Implement and manage call center policies and procedures.
• Monitor call center metrics and KPIs to ensure targets are met.

• Training and Development:

• Identify training needs and provide coaching and mentoring to team members.

• Customer Experience:

• Address and resolve escalated customer issues and complaints.
• Ensure a high level of customer satisfaction by maintaining quality service standards.

• Reporting:

• Prepare and present regular reports on team performance, customer feedback, and call center operations.
• Analyze data to identify trends and areas for improvement.

• Collaboration:

• Work closely with other departments to ensure consistent and effective communication.
• Participate in strategic planning and decision-making processes.

Qualifications:

• Education:

• Bachelors degree in Business Administration, Management, or a related field.

• Experience:

• Minimum of 4 years of experience in a call center environment, with at least 1 year in a supervisory or team leader role.
• Experience with both inbound and outbound call processes.

• Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficient in call center software and Dialers.
• Ability to analyze data and make informed decisions.
• Strong problem-solving skills and attention to detail.

• Attributes:

• High level of motivation and enthusiasm.
• Ability to work under pressure and meet deadlines.
• Flexibility to work in shifts, including evenings and weekends if required.

WHAT IS IN IT FOR YOU?

• Opportunity to earn incentives on lead conversion.
• Work with young and enthusiastic team and management.
• We will cultivate your talent in an inclusive culture that values diversity.

karubaki.patnaik@jiva.com