Team Leadership Role

As a seasoned professional, you will oversee and manage a team of over 60 call center executives to ensure their overall performance, meet sales targets, maintain quality standards, and foster a productive work environment. This role demands exceptional leadership skills, the ability to handle high-pressure situations, and a commitment to achieving organizational goals.

The ideal candidate should have a strong understanding of call centre operations, including quality assurance and sales processes, as well as exceptional communication, organizational, and leadership skills. They should be able to interpret performance data, implement improvement strategies, and handle multiple tasks simultaneously.

We are looking for someone with a proven track record in a similar leadership role within a call centre environment. The successful candidate will have excellent analytical skills, a bachelor's degree in Business Administration or a related field, and experience in using call centre software and performance tracking tools.

This is an opportunity to grow your career and contribute to the success of our organization. We offer a dynamic and challenging work environment where you can apply your skills and expertise to drive results. If you are motivated and experienced, we encourage you to apply for this exciting role.

Responsibilities:

• Lead, motivate, and manage a team of more than 60 call centre executives
• Act as the primary point of contact for team-related queries, escalations, and concerns.
• Monitor daily operations and ensure that all team activities align with company policies and objectives
• Ensure proper attendance tracking and adherence to schedules by all team members
• Prepare and manage rosters to ensure adequate coverage during shifts
• Address attendance issues and implement corrective measures where necessary
• Monitor call quality and adherence to protocols with the help of quality team by regularly reviewing call recordings and performance metrics.
• Provide constructive feedback and actionable recommendations to team members to enhance their performance
• Ensure availability of requirement number of executives on floor to process orders
• Manage crisis situations through pre-planning of activities, creating backups to ensure continuity in the floor operations
• Ensure that all orders are processed accurately and within the set target timelines
• Monitor order fulfilment rates and implement process improvements as needed.
• Organize and oversee regular training sessions for call centre executives to enhance their skills and knowledge.
• Coordinate with trainers and subject matter experts to provide relevant and up-to-date training content
• Identify skill gaps and create personalized development plans for team members
• Ensure that all team members maintain professional behaviour and adhere to the company's code of conduct
• Address and resolve incidents of inappropriate behaviour swiftly and effectively.
• Promote a respectful and collaborative work culture

Requirements:

• Bachelor's degree in Business Administration, Communications, or a related field
• Proven experience as a Team Lead or in a similar leadership role within a call centre environment
• Strong understanding of call centre operations, including quality assurance and sales processes
• Exceptional communication, organizational, and leadership skills
• Ability to handle high-pressure situations and manage multiple tasks simultaneously
• Proficient in using call centre software and performance tracking tools
• Strong analytical skills with the ability to interpret performance data and implement improvement strategies