Team Leader voice process

3 months ago

Chandigarh, India Vindarvind hygine product Full time
Overview: The TeamLeader for the voice process plays a crucial role in leading a teamof call center agents to ensure the delivery of highqualitycustomer service. They are responsible for overseeing daytodayoperations motivating team members and achieving performance goals.The role requires strong leadership communication andproblemsolving skills to drive team success and customersatisfaction. KeyResponsibilities:
  • Supervise andmotivate a team of call center agents to achieve performancetargets
  • Provide coaching training anddevelopment to team members
  • Monitor andevaluate team performance providing feedback and makingrecommendations for improvement
  • Handleescalated customer inquiries and resolve issues promptly
  • Develop and implement strategies to enhance teamproductivity and service quality
  • Ensurecompliance with company policies and procedures
  • Conduct regular team meetings to communicate goalsperformance metrics and updates
  • Collaboratewith other departments to streamline processes and improve overallcustomer experience
  • Prepare and analyzereports on team performance and metrics
  • Stayupdated with industry trends and best practices in customer servicemanagement
RequiredQualifications:
  • AnyGraduate
  • Proven experience in a call center orcustomer service environment
  • Demonstratedleadership and team management skills
  • Strongunderstanding of call center operations and technologies
  • Excellent communication and interpersonalabilities
  • Ability to handle and resolvecustomer complaints effectively
  • Proficient inusing call center software and tools
  • Abilityto analyze data and create actionable insights
  • Good decisionmaking and problemsolving skills
  • Ability to work under pressure and meetdeadlines
  • Certification in customer servicemanagement is a plus
  • Knowledge of relevantlegal and regulatory requirements
  • Flexibilityto work in shifts and weekends as per businessrequirements
  • Proven track record of achievingperformance targets
  • Ability to inspire andmotivate a team towards success

leadership,communication,teammanagement,customer service,customer servicemanagement,skills

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