Telecalling Manager

1. Team Leadership and Supervision

• Lead, motivate, and manage a team of customer service agents to achieve performance targets.
• Conduct regular one-on-one meetings with team members to provide feedback, coaching, and performance reviews.
• Ensure that team members are adhering to company policies, procedures, and best practices.
• Manage team schedules, ensuring adequate coverage and addressing any absenteeism or shift changes.

Performance Monitoring and Reporting

• Monitor and evaluate team performance against KPIs (Key Performance Indicators) such as quality, productivity, and customer satisfaction.
• Prepare daily, weekly, and monthly reports on team performance, highlighting areas of improvement and success.
• Ensure that team members meet or exceed individual performance targets related to service quality, resolution time, and customer satisfaction.

Customer Escalation Management

• Handle and resolve escalated customer complaints or issues that agents cannot resolve.
• Ensure that customer concerns are addressed promptly and professionally, maintaining a high level of customer satisfaction.
• Support agents in handling difficult or complex customer queries by providing guidance and solutions.

Motivation and Engagement

• Foster a positive and motivating work environment, encouraging teamwork and collaboration.
• Recognize and reward team achievements and individual contributions to boost morale and job satisfaction.
• Organize team-building activities and promote a healthy work-life balance.

Operational Efficiency

• Collaborate with the operations management team to improve processes, reduce inefficiencies, and enhance customer experience.
• Ensure that the team meets daily and weekly operational goals, including response times, resolution rates, and customer satisfaction metrics.
• Handle administrative tasks such as attendance, performance tracking, and team resource allocation.

Communication and Coordination

• Act as the main point of contact between team members and senior management or clients.
• Communicate operational changes, updates, and initiatives to the team clearly and effectively.
• Liaise with other departments (e.g., HR, IT, training) to resolve any team-related issues or concerns.

All Interested candidates, may share their CVs @ hr.delhi@everestfleet.com or may WhatsApp @ 9324952722.