Call Centre Team Leader
Team Lead: Call Centre
Roles and Responsibilities:
●Manage end to end call centre floor operations of the entire CATI process and manage a team of call centre agents●Ensure system and process functionality and productivity
●Allocate daily work, manage logins, daily attendance and leaves, conduct daily briefing and handle dialler operations
●Manage performance feedback of agents and train on regular basis
●Coordination in CRM preparation and CRM testing
●Conduct audits based on the quality parameters and monitor random calls to improve quality
●Support manager in streamlining processes
●Run daily reports and prepare call centre performance reports by collecting and analysing call agents’ data
● Set/meet performance targets for speed, efficiency
●Handle escalations, liaise with managers, agents and third parties to gather information and resolve issues
●Manage call centre agent roster and mapping
Candidate Requirements:
●Graduation in any discipline●Work experience of 2 to 4 years in handling call centre operations
●Knowledge of dialler operations
●Understanding of call centre quality parameters
● Experience in call centre agents coaching, mentoring and training
●Prior experience in handling CRM, report generation and preparation
●Proficiency in Excel
●Experience in CATI/telephonic market surveys will be preferred
●Should be willing to travel. Job location: Karnataka/ Tripura
●Should be proficient in vernacular. Language: English, Hindi, Kannada, Telugu, Tamil & Malayalam
Pay: ₹25,000.00 - ₹40,000.00 per month
Benefits
- Cell phone reimbursement
- Flexible schedule