Job Summary:
As a Team Leader in our call center, you will be responsible for supervising and motivating a team of customer service representatives to deliver exceptional customer experiences. You will play a crucial role in ensuring that the team meets performance targets, maintains high-quality service standards, and contributes to the overall success of the call center.
Key Responsibilities:
Team Leadership:
• Lead, mentor, and motivate a team of customer service representatives.
• Set clear performance expectations and provide regular feedback to team members.
• Conduct regular team meetings to communicate goals, updates, and best practices.
• Handle escalated customer inquiries and issues.
Performance Management:
• Monitor team performance, including call quality, productivity, and adherence to policies and procedures.
• Analyze performance metrics and develop action plans to improve team performance.
• Provide coaching and training to team members as needed to enhance their skills.
• Recognize and reward top-performing team members.
Quality Assurance:
• Ensure that team members maintain high-quality service standards.
• Conduct call monitoring and quality assessments to identify areas for improvement.
• Implement quality improvement initiatives and best practices.
Customer Satisfaction:
• Foster a customer-centric culture within the team.
• Address customer complaints and escalations promptly and effectively.
• Continuously seek ways to enhance the overall customer experience.
Reporting and Documentation:
• Prepare and submit regular reports on team performance and key metrics.
• Maintain accurate records of team activities, including attendance and performance reviews.
Resource Management:
• Manage team schedules and ensure adequate staffing levels to meet call volume demands.
• Coordinate with HR for recruitment, onboarding, and training of new team members.
• Manage team resources efficiently, including technology and tools.
Compliance and Policies:
• Ensure team adherence to company policies, procedures, and compliance requirements.
• Stay updated on industry regulations and best practices.
Qualifications:
• Bachelor's degree in a relevant field preferred.
• Proven experience (2-3 years) in a call center environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in using call center software and CRM systems.
• Knowledge of customer service best practices.
• Strong problem-solving and decision-making skills.
• Ability to handle stressful situations and maintain a positive attitude.
• Flexibility to work in shifts, including weekends and holidays.
Preferred Skills:
• Certification in call center management or leadership.
• Experience with customer service software and tools.
Working Conditions:
• This role involves working in a call center environment, which may include extended hours, sitting for long periods, and using a computer and headset.
Salary:
CTC 1.80 Lakh - 3.00 Lakh per Annum
Location:
Jaipur (Work from office)
Please share your resume at
[email protected]
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Balwaan Krishi
balwaan.com
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