Telesales Supervisor

**From EdTech Background, that will be an asset**

**Key Responsibilities**:
1. **Team Leadership and Development**:

- Supervise, coach, and mentor a team of call center representatives, fostering a positive and supportive work environment.
- Conduct regular performance evaluations and provide constructive feedback to team members to enhance their skills and performance.
- Develop and implement training programs to improve the team's product knowledge and customer service skills.

2. **Call Center Operations Management**:

- Oversee the day-to-day operations of the call center, ensuring smooth and efficient call handling and resolution of customer queries.
- Monitor call metrics and performance indicators to identify areas for improvement and implement strategies to optimize productivity and customer satisfaction.

3. **Customer Service Excellence**:

- Set high service standards and ensure that the team delivers exceptional customer service experiences to all callers.
- Handle escalated customer issues, providing effective solutions and demonstrating empathy and understanding.

4. **Edtech Product Knowledge**:

- Develop a strong understanding of the company's Edtech products and services to provide accurate information and support to customers.
- Keep up-to-date with the latest developments in the Edtech industry to better assist customers with their inquiries.

5. **Performance Reporting**:

- Prepare and present regular performance reports to management, highlighting call center metrics, customer feedback, and improvements achieved.

6. **Process Improvement**:

- Identify process gaps and suggest improvements to enhance the overall efficiency and effectiveness of the call center operations.
- Collaborate with relevant teams to implement process changes and initiatives.

7. **Quality Assurance**:

- Conduct call quality evaluations to ensure adherence to company policies and procedures.
- Provide feedback to representatives to maintain service quality standards.

8. **Communication and Coordination**:

- Foster open communication channels with other departments, ensuring effective coordination between call center operations and other functions within the organization.

**Qualifications and Skills**:

- Bachelor's degree in Business, Education, or a related field is preferred.
- Proven experience as a Call Center Supervisor or similar role in an Edtech environment is highly desirable.
- Strong leadership and people management skills, with the ability to motivate and guide a diverse team.
- Exceptional customer service skills and the ability to handle challenging situations with tact and diplomacy.
- In-depth knowledge of Edtech products and services, as well as the education industry's dynamics and challenges.
- Excellent communication skills, both verbal and written, to effectively interact with customers and internal teams.
- Proficient in using call center software and CRM systems to manage call center operations and track performance metrics.
- Analytical and problem-solving abilities to identify areas for improvement and implement effective solutions.
- Flexibility to work in a dynamic and fast-paced environment with shifting priorities.

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹300,000.00 - ₹420,000.00 per year

**Benefits**:

- Health insurance
- Life insurance
- Provident Fund

Schedule:

- Day shift
- Morning shift

Supplemental pay types:

- Performance bonus
- Quarterly bonus
- Yearly bonus

Ability to commute/relocate:

- Mohali, Punjab: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 4 years (required)
- Sales: 4 years (required)

**Language**:

- English (preferred)

**Speak with the employer**
+91 6283155154