Team Leader
- Professional Edge
- 3 to 7 Yrs
- Anand
- 4 years ago
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Job Description
Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem solving ability
Positive and patient
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Responsibility
Be in charge of running and managiNg the call center daily
Set targets for all other call center agents to meet up with
Schedule and organize shift patterns for other team members to ensure that customers are never left
unattended to
Understand all organizations products, services, procedures and guidelines and communicate same to
all team members
Prepare forecasts and budgets for the call center
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
Facilitate and organize training session for all agents and participate in recruitment of new call center
agents
Conduct regular review of all call center agents performance and organize training sessions for under
performers
Submit regular reports to management and seek new ideas and strategies to improve performance at
the center
Keep up with trends and happenings in the industry and ensuring adherence to industry standards
Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions
to their challenges at all times
Ensure a safe and harmonious working environment for all other team members and delegate duties to
all team members.
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center Role Category: Operations Management / Process Analysis Functional Area: Not ApplicableRole/Responsibilies: Team LeaderContact Details:
Company: Professional EdgeLocation(s): Anand+ View Contact
Keyskills: team handling team management bpo team leading
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₹ 4.0 - 4.5 Lakh/Yr
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