Team Leader
- Brodeway
- 3 to 8 Yrs
- Mohali, Chandigarh
- 4 years ago
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Job Description
TEAM LEADER - (2)
Qualifications
- Proven experience as call center manager or similar position with min 5 years Experience in customer service/sales 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 benefits 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.
- A high school diploma or equivalent; a Higher degree in a relevant discipline will be appreciated.
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
Responsibilities
Call center team leaders oversee workers who respond to customer inquiries. They work at facilities that receive incoming phone calls and/or electronic messages from people who have concerns about a company's goods or services. Call center team leaders to make sure
employees know how to respond to what is being asked and do so in a manner that puts the company in a good light. Call center team leaders work regular, full-time hours. If their employer offers evening or weekend customer service, they may be called upon to handle those shifts. Extended hours also are common during the holiday season or other busy periods.
- 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 organization's 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 sessions for all agents and participate in the recruitment of new call center agents
- Conduct regular review of all call center agent's performance and organize training sessions for underperformers
- 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 ensure adherence to industry standards
- Ensure that clients are kept happy and satisfied at all times by providing prompt responses 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: Technical Support / HelpdeskCustomer Service (International) Functional Area: Not ApplicableRole/Responsibilies: Team LeaderContact Details:
Company: BrodewayLocation(s): Mohali, Chandigarh
Keyskills: fluency in english team leading customer support
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