JOB DETAIL

The position is not currently open for new applicants.
 
Team Leader Call Center
Date Posted:07-12-2023
 
Job Summary
  • Skills
    Team Leading skills
  • Designation
    Team Leader
  • Job Location
    Guwahati
  • City
    Guwahati
  • Job Title
    Team Leader Call Center
  • Educational Qualification
    B.A
  • Experience
    4 - 9 years

Job Description

Team leader
A) Educational Qualifications:

Any PG/ MBA or BE or B.Tech or equivalent course and related course on handling customer relationship.
More education or diploma to handle helpline in a related field may be preferred

B) Working Experience:

Experience in working as Program Manager in any state-level programs not less than 2 years.
Proven experience as call centre manager or similar position for 5 years.
Experience of working in projects involving linkages with NGOs and government;
Preferably experience on working with elderly focused programs in partnership with Government, local NGOs/ or CBOs.

C) Skills Required:

Fluency in English, Hindi and local language with excellent verbal and writing skills.
Proficient in MS Office and call centre equipment/software programs.
Strong coaching and leadership skills, ability to motivate employees.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Strong communications and presentation skills.
Experience of quality reporting and documentation
Experience with training highly desirable.
Ability to travel frequently within the state.

D) Roles & Responsibilities:

The person will be responsible for managing the operations of the Connect Centre.
Hiring, training, coaching, and leading Connect Centre representatives as they provide support for customers.
Conducting combined and individual team meetings, review the work done by the teams.
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Preparing reports and analyzing Connect Centre data to improve processes, ensure resources and properly allocated, and maximize efficiency and caller satisfaction.
Ensure working closely with Project Director, Team leads of Connect Centre & Program Manager (Field) for better results.
Ensure daily, weekly and monthly reports through dashboard
Plan and implement overall call strategy