Team Lead

3 weeks ago

Patna, India Zenplus Full time

Key Responsibilities:

  • Performance Monitoring: Tracking key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores to assess agent performance and identify trends.
  • Feedback and Support: Providing constructive feedback to agents, offering examples of best practices, and brainstorming ways to improve specific behaviors and processes.
  • Training: Developing and delivering training programs for new hires and existing agents to enhance their skills and knowledge.
  • Collaboration: Collaborating with call center management and other departments to identify training needs and implement strategies to improve customer service.
  • Process Improvement: Identifying areas for process improvement within the call center to enhance efficiency and effectiveness.
  • Reporting: Preparing reports on team performance and customer service metrics to track progress and identify areas for further development.
  • Handling Escalations: Assisting agents in handling escalated customer issues with professionalism and diplomacy.

Skills Required:

  • Strong Communication Skills: Excellent verbal and written communication skills are essential for effective coaching and feedback delivery.
  • Active Listening: The ability to actively listen to agents' concerns and understand their challenges is crucial for providing relevant and effective coaching.
  • Problem-Solving Skills: The ability to identify and resolve issues that agents may be facing in their daily work.
  • Leadership Skills: The ability to motivate and guide agents to achieve their full potential.
  • Call Center Knowledge: A strong understanding of call center operations, customer service principles, and sales techniques.
  • Proficiency in Call Center Software: Familiarity with call center software and systems is important for monitoring performance and analyzing data.

Designation : Team Coach

Role: Team Leader

Industry Type: Emergency Medical Services

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