Call Center Team Lead

Looking for < 10 days or Immediate Joiners (Below 30 years age)

Minimum Experience of 4+ years

Salary : 6Lpa to 8 Lpa (Negotiable for Right candidate)

Responsibilities:

• Work closely with the team, motivating and Training them

• Hosting 1-2-1’s and team meetings

• Keeping up to date with business development and new product lines

• Reporting to the Customer Service Manager

• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs

• Ensure training and development plans are maintained for all team members

• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

• Manage the fair and consistent application of performance management and disciplinary measures as necessary

• Support the Operations Manager to highlight operational risks and areas for improvement

• Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction

• Support the Head to deliver business targets and objectives and create a performance orientated culture

• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

• Work with the management team to identify and deliver positive change and business efficiencies

• Deliver the allocated part of the operation within agreed budgets, service levels and business targets

• Escalate any appropriate problems to senior management

• Support the Senior Manager to highlight operational risks and areas for improvement

Required Skills and Experience:

• Team management experience

• Training and communication skills

• Experience within customer services

• Excellent leadership and communication skills

• Strong coaching and people-development skills through call listening, quality feedback, etc.

• Ability to deal with demanding customers and escalations

• Energetic and motivating individual

• Creative thinking