Innovation Leader: English

4 days ago

Bangalore, India Hash Connect Integrated Services Pvt. Ltd. Full time

Years of Experience: 2-3 years Designation: Team Leader Engagements with Digital & Mobile marketing at the forefront of marketing communication, we explore opportunities for seamless integration of online and offline strategies. The 100+ Tech Evangelists at Hash Connect have been constantly working on innovating newer ways to reach out to masses with MarTech led innovations being at the heart of it. The core expertise lies in developing complex MIS and CRM tools, web and mobile applications, cross platform data utilization tools and voice solutions. Besides Technology development, Hash Connect specializes in developing Omni channel solutions and set up e-commerce infrastructure for brands Position Overview: We are currently seeking a dedicated and experienced individual to join our team as a BPO Operations Team Leader. In this role, you will be responsible for overseeing the day-to-day operations of our call center, ensuring efficient and effective service delivery, and providing leadership to our call center agents. Supervise and mentor a team of agents, providing guidance, support, and coaching to ensure high performance and productivity. o Conduct regular team meetings to communicate goals, objectives, and performance expectations. o Monitor agent performance, provide feedback, and guide to improve performance and enhance customer satisfaction. Call Center Operations: Oversee call center operations, including inbound and outbound call handling, call routing, call escalation procedures, and email. o Monitor call queues and agent availability to ensure timely response to customer inquiries and efficient call resolution. o Implement best call center practices and standards to maintain high levels of service quality and customer satisfaction. Customer Relationship Management: Serve as a point of contact for escalated customer inquiries and complaints, resolving issues in a timely and professional manner. Reporting and Analysis: o Prepare and analyze call center performance reports, including call and email volume, response times, and customer satisfaction metrics. o Communicate performance updates, and improvement initiatives to senior management and stakeholders. Minimum of 3-4 years of experience in a BPO environment, with at least 2 years of experience in a supervisory or team leader role. · Multilingual with excellent communication skills (both written and oral) in English and Hindi. · Strong leadership and management skills, with the ability to motivate and inspire team members. Proficiency in call center technologies and software, including call routing systems, CRM software, and call monitoring tools. · Knowledge of call center best practices and industry standards. · Analytical mindset with the ability to interpret data and make data-driven decisions. ·

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