Crowdniks - Call Centre Supervisor - Customer Service (2-4 Yrs) Ahmedabad (after-sales/customer Service)

3 weeks ago

Surat, Gujarat, India Crowdniks Industries Limited Full time

Responsibilities - Supervise daily operations of the call centre team - Supervise a team of customer service representatives to achieve service level agreements quality and productivity targets- Train monitor and motivate call centre agents to implement efficient sales service and contact centre processes for the highest performance levels - Monitor and evaluate call quality providing feedback and coaching to representatives to improve performance- Identify and implement process improvements to increase efficiency reduce errors and enhance customer satisfaction- Analyse and report on key performance indicators KPIs such as call volume abandon rate and customer satisfaction- Collaborate with other teams to resolve customer issues and improve overall customer experience- Develop and implement training programs to improve representative skills and knowledge- Conduct performance evaluations provide coaching and implement corrective actions as needed- Oversee all non-sales functions including call quality control call routing IVR and technical support issues - Handle escalated customer inquiries and complaints Requirements and Skills - Associate s degree in Business Administration Communications or a related field- At least 2 years of experience in a call center environment with a proven track record of achieving performance targets- Excellent leadership communication and interpersonal skills- Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions- Experience with call center software technology and systems such as ACD IVR and CRM- Ability to work in a fast-paced environment with a focus on achieving results and meeting deadlines- Strong customer service skills with a customer-centric approach to resolving issues and improving experiences- Ability to work varying shifts including evenings weekends and holidays as required ref updazz com

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