Team Lead

2 weeks ago

Bengaluru, Karnataka, India Denave Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Title: Team Leader Hardware Product (Laptop and Desktop) Inbound Call Center

Position Overview: The Team Leader will be responsible for managing a team of call center representatives who handle inbound calls related to our laptop and desktop products. This role requires a strong leader with excellent communication skills, a deep understanding of hardware products, and the ability to drive team performance and customer satisfaction.

Key Responsibilities:

  • Team Management: Lead, mentor, and coach a team of inbound call center representatives, providing guidance and support to ensure high performance and professional development.
  • Performance Monitoring: Monitor team performance metrics, including call handling time, first call resolution, and customer satisfaction scores. Implement strategies to improve performance and achieve targets.
  • Training & Development: Develop and deliver training programs to enhance team members' product knowledge and customer service skills. Conduct regular performance reviews and provide constructive feedback.
  • Issue Resolution: Handle escalated customer issues and complex inquiries related to laptop and desktop products. Ensure timely and effective resolution of problems to maintain high levels of customer satisfaction.
  • Process Improvement: Identify opportunities for process improvements and implement best practices to enhance operational efficiency and service quality.
  • Reporting: Prepare and present regular reports on team performance, customer feedback, and key performance indicators (KPIs) to senior management. Analyze data to identify trends and areas for improvement.
  • Collaboration: Work closely with other departments, such as technical support and product management, to address customer needs and feedback. Facilitate effective communication and collaboration across teams.
  • Compliance: Ensure that all team activities comply with company policies, procedures, and industry regulations. Maintain a thorough understanding of product updates, company policies, and industry standards

Qualifications:

  • Education: Bachelors degree in Business Administration, Management, Information Technology, or a related field preferred.
  • Experience: Minimum of 5+ years of experience in a call center environment, with at least 3+ years in a supervisory or team lead role. Experience with hardware products, particularly laptops and desktops, is highly desirable.

  • Skills:

  • Strong leadership and team management skills.

  • Excellent communication and interpersonal abilities.
  • In-depth knowledge of laptop and desktop hardware components and troubleshooting.
  • Proficiency in call center software and CRM systems.
  • Analytical skills with the ability to interpret performance data and generate actionable insights.
  • Customer-focused with a commitment to delivering exceptional service.

Preferred candidate profile

Minimum 5+ year experience in IT Hardware Sales (Laptop, Desktop Sale)

Experience working as Sales Team Lead.

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