Team Lead

1 week ago

Patna, Bihar, India Zenplus Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Key Responsibilities

  • Team Management: Lead, motivate, and supervise a team of call center representatives.
  • Performance Monitoring:Monitor daily operations, track key performance indicators (KPIs), and provide constructive feedback and coaching to agents.
  • Customer Service:Handle escalated customer issues and complaints, working to resolve them efficiently.
  • Training & Development: Develop and implement training programs to enhance agent skills and support professional growth.
  • Reporting & Analysis: Analyze call center data to identify trends, prepare performance reports, and provide insights for improvement.
  • Process Improvement: Implement strategies and process improvements to enhance call center efficiency and customer satisfaction.
  • Resource Management: Manage team schedules, attendance, and workload distribution to ensure optimal resource allocation.
  • Collaboration: Coordinate with other departments to resolve complex issues and improve overall customer experience.

Required Skills & Qualifications

  • Leadership Skills: Ability to lead, motivate, and mentor a team effectively.
  • Communication Skills: Strong verbal and written communication skills to provide feedback, handle escalations, and collaborate with others.
  • Technical Proficiency: Knowledge of call center technology, software, and data analysis tools.
  • Problem-Solving: Excellent negotiation and problem-solving skills to handle complex customer issues and operational challenges.
  • Customer Focus: A strong orientation towards customer service and a commitment to achieving high customer satisfaction.
  • Organizational Skills: Strong organizational abilities and attention to detail to manage tasks and resources effectively.
  • Experience: Typically requires previous experience in a call center environment.

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