Call Center Team Leader Jobs in Naroda
Position Name – Call Center Team Leader
Location – Naroda, Ahmedabad, Gujarat
Company Info – Apollo Hospital Helpline Call Center
Total Openings – 1 Male/Female
Qualification – Any Graduates
Salary – up to 45000 – Depends on Exp or Interview
Experience – Min 5+ Years of Exp as Domestic Call Center Team Leader or International BPO Team Leader or Center Head Manager Customer Care Call Centre TL/Telecaller/Call Center/Customer Services/Customer Support
Skills & Job Descriptions
- Working experience of Excel, PowerPoint, and Analytical platforms is a must.
- Good communication skills along with good interpersonal skills.
- Reporting to the Regional Head or Process Head. The role includes line responsibility for all third, second-, or first-line contact center teams providing ongoing customer service, and specific service teams as well as the planning and forecasting team.
- Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
- Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
- Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
- Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
- Responsible for the recruitment, training, induction, and coaching strategy across the contact centers
- Work closely with HR and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.
- Reviewing and clearly defining all contact center roles, any required shift and candidate profiles required across the contact center operation.
- Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony and CRM to create a cost-effective operation consistently achieving contact handling SLAs.
