Team Leader for Call Centre

Job Purpose:

We- re seeking a smart, energetic manager who is passionate about customer service as well as generating revenue on inbound and outbound calls. He will be handling a team of around customer service & sales agents.

Key Responsibilities:

- Achieve customer sales targets every month

- Set quality and sales targets for all other call center agents.

- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.

- Perform RCA for productivity, AHT, sales targets and quality standards and implement CAPA plan.

- Conduct regular review of all call center agents performance and organize training sessions for under performers.

- Submit regular reports to management and share new ideas and strategies to improve performance at the center

- Schedule and organize shift patterns for other team members to ensure maximum productivity.

- Understand all organization's products, services, procedures and guidelines and communicate same to all team members.

- Prepare forecasts and budgets for the call center.

- Facilitate and organize training session for all agents and participate in recruitment of new call center agents.

Core Competencies required:

- Minimum of 2 years- relevant experience as team leader in call centre operations

- Experience as a team lead in inbound and outbound sales

- Proficiency in goal setting and achievement to deliver business targets within agreed budgets and service levels

- Excellent mathematical and analytical skills with high level proficiency in MS Excel.

- Coaching and communication skills

- Excellent leadership and communication skills

- Ability to satisfactorily deal with customer escalations

Location: Noida

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