Coaching and Development: Conducting regular one-on-one coaching sessions with call center agents to identify areas for improvement and create personalized development plans. Performance Monitoring: Tracking key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores to assess agent performance and identify trends. Feedback and Support: Providing constructive feedback to agents, offering examples of best practices, and brainstorming ways to improve specific behaviors and processes. Training: Developing and delivering training programs for new hires and existing agents to enhance their skills and knowledge. Collaboration: Collaborating with call center management and other departments to identify training needs and implement strategies to improve customer service. Process Improvement: Identifying areas for process improvement within the call center to enhance efficiency and effectiveness. Reporting: Preparing reports on team performance and customer service metrics to track progress and identify areas for further development. Handling Escalations: Assisting agents in handling escalated customer issues with professionalism and diplomacy. Skills Required: Strong Communication Skills: Excellent verbal and written communication skills are essential for effective coaching and feedback delivery. Active Listening: The ability to actively listen to agents' concerns and understand their challenges is crucial for providing relevant and effective coaching. Problem-Solving Skills: The ability to identify and resolve issues that agents may be facing in their daily work. Leadership Skills: The ability to motivate and guide agents to achieve their full potential. Call Center Knowledge: A strong understanding of call center operations, customer service principles, and sales techniques. Proficiency in Call Center Software: Familiarity with call center software and systems is important for monitoring performance and analyzing data. Job Types: Full-time, Permanent Pay: From ₹16,000.00 per month Benefits: Health insurance Provident Fund Schedule: Morning shift Rotational shift Language: Hindi (Preferred) Work Location: In person

Coaching and Development: Conducting regular one-on-one coaching sessions with call center agents to identify areas for improvement and create personalized development plans. Performance Monitoring: Tracking key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores to assess agent performance and identify trends. Feedback and Support: Providing constructive feedback to agents, offering examples of best practices, and brainstorming ways to improve specific behaviors and processes. Training: Developing and delivering training programs for new hires and existing agents to enhance their skills and knowledge. Collaboration: Collaborating with call center management and other departments to identify training needs and implement strategies to improve customer service. Process Improvement: Identifying areas for process improvement within the call center to enhance efficiency and effectiveness. Reporting: Preparing reports on team performance and customer service metrics to track progress and identify areas for further development. Handling Escalations: Assisting agents in handling escalated customer issues with professionalism and diplomacy. Skills Required: Strong Communication Skills: Excellent verbal and written communication skills are essential for effective coaching and feedback delivery. Active Listening: The ability to actively listen to agents' concerns and understand their challenges is crucial for providing relevant and effective coaching. Problem-Solving Skills: The ability to identify and resolve issues that agents may be facing in their daily work. Leadership Skills: The ability to motivate and guide agents to achieve their full potential. Call Center Knowledge: A strong understanding of call center operations, customer service principles, and sales techniques. Proficiency in Call Center Software: Familiarity with call center software and systems is important for monitoring performance and analyzing data. Job Types: Full-time, Permanent Pay: From ₹16,000.00 per month Benefits: Health insurance Provident Fund Schedule: Morning shift Rotational shift Language: Hindi (Preferred) Work Location: In person