Call Centre Team Manager

2 weeks ago


West Siang, India beBeeLeadership Full time ₹ 1,35,000 - ₹ 1,72,125

Job Overview

  • Direct and lead a team of customer service professionals in a call centre environment.
  • Establish clear goals and deadlines for the team to achieve.
  • Motivate and lead team members to attain their targets and enhance performance metrics.

Main Responsibilities:

  • Oversee day-to-day call centre operations, ensuring efficiency and productivity.
  • Assign campaigns to agents and monitor their performance, providing constructive feedback.
  • Conduct quality control audits with actionable feedback.
  • Prepare and analyse Management Information System (MIS) reports on Workload Distribution, Average Processing Rate, and Customer Assurance Rating.
  • Identify training needs and provide coaching to improve team performance.
  • Resolve conflicts and issues within the team effectively.
  • Perform HR functions at the call centre level, including recruitment and employee relations.

Requirements:

  • Proven experience as a supervisor or leader (1-2 years).
  • Proficiency in computer skills and MS Excel.
  • Excellent communication and leadership skills.
  • Organisational and time-management skills.
  • Decision-making skills.

Benefits:

  • Opportunity to work in a dynamic call centre environment.
  • Chance to develop leadership and supervisory skills.
  • Competitive salary and benefits package.


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