Senior Inbound Call Center Manager

4 days ago

Delhi, Delhi, India beBeeTeamLeader Full time
Team Leader-Inbound Role

As a Team Leader-Inbound, you will be responsible for managing a team of 15-20 agents and ensuring that quality and productivity targets are met. This includes meeting Service Level Agreements (SLAs) at all levels and reviewing/generating reports to monitor performance.

  • Manage and lead a team of inbound call center agents to achieve exceptional customer satisfaction and service quality.
  • Ensure adherence to established quality and productivity standards, identifying areas for improvement and implementing corrective actions as needed.
  • Conduct regular team meetings, one-on-ones, and performance reviews to ensure agent development and growth.
  • Monitor transactions on an ongoing basis, taking corrective steps where necessary or making incremental improvements to enhance process efficiency.
  • Provide coaching, feedback, and guidance to team members to enable them to improve their performance and meet expectations.
  • Assist new hires in becoming productive on the floor in the shortest possible timeframe, ensuring they receive comprehensive training and support.
  • Work closely with the management team to develop and implement strategies to drive business growth, improve customer experience, and increase agent engagement.
Required Skills and Qualifications:
  • Proven ability to analyze and improve work processes and policies.
  • Excellent customer service/support skills, ability to work well under pressure, professional demeanor, and strong written and oral communication skills.
  • Excellent MS Office skills, with proficiency in Microsoft Excel, Word, and PowerPoint.
  • Ability to guide individuals towards goal achievement using negotiation, teamwork/collaboration, motivation, and staff development skills.
  • Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.
Benefits:

This role offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

Others:

As a Team Leader-Inbound, you will have the opportunity to work in a dynamic and fast-paced environment, driving business success and delivering exceptional customer experiences.

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