Team Leader- Student Services

You will be responsible for supervising and managing a team of Student Counsellors who handle student queries through inbound/outbound calls, chat, and email. Leading and managing the team to provide excellent customer service and meet performance targets will be a key aspect of your role. Providing guidance, support, training, and coaching to team members, monitoring call/chat/email quality and productivity, and ensuring smooth call center operations are also part of your responsibilities. Your main responsibilities include analyzing day-to-day work and reports, guiding and coaching team members, monitoring call quality and adherence to procedures, collaborating with internal stakeholders to address student issues promptly, conducting team meetings, developing training programs, setting performance goals, identifying areas for improvement, handling student escalations efficiently, preparing performance reports, and staying updated with industry trends and best practices. You will manage a team of 6 to 8 members and work in rotational shifts without night shifts. The skills and competencies required for this role include excellent communication and interpersonal skills, strong leadership abilities, analytical and problem-solving skills, managing complaint calls effectively, knowledge of call center operations and customer service principles, proficiency in MS Office, and the capability to handle pressure and multitask in a fast-paced environment. To be eligible for this position, you should have a Bachelor's degree or equivalent qualification and possess 5 to 8 years of relevant work experience in a customer service environment or call center as a Team Leader.,