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Telecalling Manager

2 weeks ago

Gurgaon, Haryana, India Everest Fleet Full time ₹ 9,00,000 - ₹ 12,00,000 per year

  1. Team Leadership and Supervision

  2. Lead, motivate, and manage a team of customer service agents to achieve performance targets.

  3. Conduct regular one-on-one meetings with team members to provide feedback, coaching, and performance reviews.
  4. Ensure that team members are adhering to company policies, procedures, and best practices.

  5. Manage team schedules, ensuring adequate coverage and addressing any absenteeism or shift changes.

  6. Performance Monitoring and Reporting

  7. Monitor and evaluate team performance against KPIs (Key Performance Indicators) such as quality, productivity, and customer satisfaction.

  8. Prepare daily, weekly, and monthly reports on team performance, highlighting areas of improvement and success.

  9. Ensure that team members meet or exceed individual performance targets related to service quality, resolution time, and customer satisfaction.

  10. Customer Escalation Management

  11. Handle and resolve escalated customer complaints or issues that agents cannot resolve.

  12. Ensure that customer concerns are addressed promptly and professionally, maintaining a high level of customer satisfaction.

  13. Support agents in handling difficult or complex customer queries by providing guidance and solutions.

  14. Motivation and Engagement

  15. Foster a positive and motivating work environment, encouraging teamwork and collaboration.

  16. Recognize and reward team achievements and individual contributions to boost morale and job satisfaction.

  17. Organize team-building activities and promote a healthy work-life balance.

  18. Operational Efficiency

  19. Collaborate with the operations management team to improve processes, reduce inefficiencies, and enhance customer experience.

  20. Ensure that the team meets daily and weekly operational goals, including response times, resolution rates, and customer satisfaction metrics.

  21. Handle administrative tasks such as attendance, performance tracking, and team resource allocation.

  22. Communication and Coordination

  23. Act as the main point of contact between team members and senior management or clients.

  24. Communicate operational changes, updates, and initiatives to the team clearly and effectively.
  25. Liaise with other departments (e.g., HR, IT, training) to resolve any team-related issues or concerns.

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