Team Leader/Trainer

We have 2 Team leader and 1 Trainer openings

1 TL and 1 Trainer for Bangalore JP Nagar(kannada Must)

1 Trainer for chennai (Malayalam Must)

JD for TL

• Team Performance and Management:
• Supervise and support a team of call centre agents to achieve individual and team goals.
• Monitor daily operations to ensure service level agreements (SLAs) are met.
• Conduct regular team meetings, performance reviews, and one-on-one sessions.
• Provide coaching, training, and feedback to help agents improve their skills and performance.
• Motivate the team and maintain high morale.
• Operational Oversight:
• Set team goals and monitor progress towards them.
• Delegate tasks and manage team workflows.
• Handle escalated customer issues and complaints professionally.
• Implement and improve call centre processes and workflows for greater efficiency.
• Reporting and Analysis:
• Analyze performance metrics and prepare reports for management.
• Track and report on key performance indicators (KPIs) and other metrics.
• Use data analysis to identify trends and suggest solutions to management.
• Collaboration and Compliance:
• Collaborate with other departments to resolve complex issues and ensure cohesive customer service strategies.
• Ensure the team adheres to company policies and standards

JD for Trainer

• Training development: Design and create training programs and materials, including lesson plans, presentations, videos, and role-playing exercises.
• Training delivery: Conduct and facilitate training sessions for new hires and existing staff, both in classroom-style settings and through one-on-one coaching.
• Onboarding: Manage the onboarding process for new call center agents, ensuring they are familiar with company policies, procedures, and systems.
• Skill gap analysis: Identify individual and team skill gaps through call monitoring, performance evaluations, and analysis of metrics.
• Performance coaching: Provide ongoing coaching and feedback to help agents improve their performance on calls and in written communication.
• Program assessment: Evaluate the effectiveness of training programs through feedback, performance metrics, and pre/post-training assessments.
• Record keeping: Maintain training records, track employee progress, and prepare reports for management.
• Liaison: Collaborate with call center managers and other departments to identify training needs and implement new strategies.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Work Location: In person