Call Center Team Lead

2 days ago

Bengaluru, Karnataka, India beBeeCustomerFocus Full time
Job Summary
  • Leadership and Management:Oversee call center operations to optimize efficiency and effectiveness.
  • Set and achieve performance targets, such as response times, service levels, and customer satisfaction metrics.
  • Talent Development:Manage call center staff, including agents and team leaders, providing guidance, training, and performance evaluations for success.
  • Customer Focus:Maintain a strong emphasis on delivering exceptional customer experiences and resolving inquiries or issues.
  • Monitor calls and provide support to agents when necessary.
  • Quality Assurance:Implement and maintain quality control measures to ensure service quality and adherence to call center procedures.
  • Conduct call monitoring and evaluation of customer interactions.
  • Workforce Optimization:Plan and schedule staffing to meet call volume and service level requirements.
  • Manage staff schedules, breaks, and shift rotations to maximize efficiency.
  • Data Analysis:Generate and analyze call center performance reports and key performance indicators (KPIs).
  • Identify areas for improvement and implement corrective measures.
  • Training and Development:Provide ongoing training and development opportunities to call center staff, ensuring they are up-to-date on product knowledge, customer service skills, and procedural changes.
  • Technical Support:Ensure that call center technology, including call routing, CRM systems, and telephony tools, is utilized effectively.
  • Troubleshoot technical issues and coordinate with IT support as needed.
  • Complaint Resolution:Handle escalated customer complaints and provide resolutions, ensuring customer satisfaction.
  • Maintain records of complaints and resolutions for analysis.

This role requires strong leadership and management skills, with the ability to oversee call center operations and optimize efficiency. The ideal candidate will have experience in talent development, customer focus, and quality assurance, with a strong emphasis on delivering exceptional customer experiences. Additionally, they will be able to analyze data and identify areas for improvement, implementing corrective measures to drive business results.

We offer a competitive compensation package and a collaborative work environment. If you are a motivated and experienced professional looking for a new challenge, please apply today.

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