Call Center- Team Leader
- Mentor Infocomm
- 5 - 10 years
- Chennai
- 4 months ago
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Job Description
We are seeking a dynamic and results-driven Call Center Team Leader with a technical background (BE/B.Tech) to lead, motivate, and guide a large team of public grievances service executives working in three shifts. The ideal candidate will ensure smooth daily operations, monitor performance, and maintain high levels of public satisfaction. Fluency in Tamil, English, Hindi Malayalam,Telugu and other languages is an added advantage.
Key Responsibilities:
- Supervise,mentor and lead a team of 50 call center agents working in three shifts.
- Monitor daily operations to ensure compliance with department policies and public service standards.
- Provide training, coaching, and regular feedback to team members to enhance productivity and public experience.
- Handle escalated public queries and complaints effectively.
- Analyze call reports and team performance metrics; recommend improvements.
- Conduct team meetings, share updates, and drive engagement and motivation.
- Ensure adherence to scripts, processes, and quality standards.
- Support authorities in implementing new strategies, tools, and technologies in the call center.
- Should report the status of the action taken and summary of grievances to corresponding authorities.
Required Skills & Qualifications:
- BE/B.Tech degree from a recognized institution.
- Minimum 5-10 years of experience in a call center or public grievances support environment, with at least 5 years in a team lead role.
- Proficiency in Tamil,English and Hindi is mandatory.
- Strong leadership, communication, and interpersonal skills.
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Non Tech Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: Mentor InfocommLocation(s): Chennai
Keyskills: Team Management Leadership Customer Service Performance Monitoring Communication Skills process Technical Skills Problem Solving
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Mentor Infocomm
Mentor Infocomm was established in the beginning of 2012. We have grown into a leading provider of enterprise Solutions,Networking, Security and IT infrastructure management solutions in India. Headquartered in Chennai, India, Our customersspan a wide range of Industries, f...
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