Call Center Team Lead

11 hours ago

Yamunanagar Faridabad Panipat, India beBeeCustomerSupport Full time US$ 90,000 - US$ 1,20,000

Job Overview

As a Call Center Supervisor I, you will oversee teams of customer service associates who handle inquiries and problems via phone and/or email. You will monitor operations to ensure adherence to service level standards and company policies.

Key Responsibilities

  • Lead and manage large teams effectively to deliver high-quality customer support services.
  • Monitor and analyze performance metrics to identify areas for improvement.
  • Develop and implement process improvements to enhance productivity and efficiency.
  • Provide coaching and mentoring to contact center supervisors and team leads.
  • Communicate with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.
  • Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions, and salary changes.
  • Tracks and reports contact center performance against objectives and goals.

Requirements

You must have considerable knowledge of the company's products and services to enable resolution of customer inquiries. Excellent customer service skills, verbal and written communication skills, and detail-oriented are also required.

Qualifications

  • Bachelor's degree or equivalent combination of education, training, or work experience is preferable.
  • Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software.
  • Problem-solving and decision-making skills, as well as analytical and root cause analysis skills for process improvement initiatives.

What We Offer

Excellent career opportunities, competitive compensation package, and comprehensive benefits including health insurance, retirement plan, and paid time off.

How to Apply

Please submit your application through our website.

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