Call Center Team Manager

16 hours ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 80,00,000 - ₹ 1,00,00,000

Transformative Customer Experience

We empower teams to deliver exceptional customer experiences through our AI platform, UnifyCX. We engineer superhuman customer experiences by blending strategy, omnichannel support, analytics, and AI-driven tools. Our outcome-based model prioritizes measurable results for client programs.

Job Summary

We seek a motivated and experienced Team Leader to manage and guide a team of call center agents in our voice-based BPO process. The ideal candidate will drive team performance, ensure adherence to KPIs, and maintain high levels of customer satisfaction.

Key Responsibilities

  • Manage a team of voice process agents, ensuring daily targets and quality metrics are met.
  • Monitor team performance, provide regular feedback, and conduct performance reviews.
  • Handle customer escalations and ensure prompt and effective resolution.
  • Drive operational excellence by improving processes and optimizing call handling time and customer satisfaction.
  • Conduct team huddles, training sessions, and daily briefings.
  • Collaborate with QA, Training, and Workforce Management teams to align goals.
  • Track and report team performance data to management regularly.
  • Foster a positive and energetic team environment focused on growth and development.

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