Team Leader( Call CENTER TEAM LEADER)

Ver: 101

Dia de atualização: 06-05-2024

Localização: Bengaluru / Bangalore Karnataka

Categoria: Consultoria / Atendimento ao Cliente Produção / Operação

Indústria: BPO Call Centre

Posição: Team Leader -(NonTechnical)

Tipo de empregos: Full Time, Permanent

Experiência: 6 - 10 years

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Conteúdo do emprego

Job Responsibilities:

Manage, mentor, and grow a team of 45 plus tele-callers & supervisors
Devise and implement a strategy for converting the existing set-up into a 24 hours operational call-center
Set the strategy for the development of the contact center, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
Be responsible for the end to end pre-sales management and associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the recruitment, training, induction and coaching of manpower across levels
Reviewing and clearly defining all contact center roles, any required shift and candidate profiles required across the contact center operation
Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight
Deliver cost efficiencies and increased in Customer Satisfaction Scores (NPS)
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions

Required Skills:

Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change
Excellent communication and leadership skills to lead and motivate a growing and changing service operation
Efficient team management & leadership qualities

Contact Person:Deepali

Email ID : Deepali.rane@sobha.com

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