Location
Mumbai | India
Job description
As a Call Center Team Leader, you will be responsible for managing and leading a team of customer service representatives to ensure the delivery of high-quality service and achieve performance targets. This role involves overseeing daily operations, guiding team members, and actively contributing to the continuous improvement of processes.
Key Responsibilities:
Supervise and lead a team of customer service representatives.
Conduct regular team meetings to communicate goals, objectives, and updates.
Provide coaching, mentoring, and feedback to team members to enhance performance.
Monitor and evaluate individual and team performance metrics.
Develop and implement strategies to improve performance and achieve KPIs.
Conduct regular performance reviews and set performance improvement goals.
- Training and Development:
Identify training needs within the team and coordinate training sessions.
Ensure team members are adequately trained on products, services, and customer service skills.
Foster a culture of continuous learning and development.
Ensure adherence to standard operating procedures and compliance with policies.
Implement and optimize call centre processes to enhance efficiency and customer satisfaction.
Address escalated issues and resolve customer complaints in a timely and effective manner.
Facilitate clear and effective communication between team members and other departments.
Act as a liaison between the team and upper management, conveying important information both ways.
Implement quality assurance processes to ensure service excellence.
Conduct regular audits of calls and provide constructive feedback for improvement.
Foster a positive and motivating work environment.
Recognize and reward team members for outstanding performance.
Job tags
Salary
