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Call Centre Team Lead

2.00 to 6.00 Years   Chennai   04 Mar, 2024
Joyalukkas
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryRetail
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    As a Call Centre Team Lead, you will be responsible for overseeing and guiding a team of customer service/Call Centre representatives to ensure the delivery of exceptional service. Your primary focus will be on team management, performance optimization, and fostering a positive work environment. This role requires leadership skills, a thorough understanding of call centre operations, and a commitment to achieving key performance indicators.Responsibilities:Team Leadership: Supervise and provide guidance to multiple teams of Call Centre Executives.Operational Strategy: Develop and implement strategies to optimize call centre operations, ensuring efficiency and effectiveness.Performance Management: Monitor and evaluate performance metrics to meet KPIs.Technology Utilization: Oversee the use of call centre technologies and systems to maximize their efficiency.Quality Assurance: Ensure adherence to quality standards and compliance with protocols.. Performance Monitoring: Track and evaluate individual and team performance against set targets.Issue Resolution: Handle escalated customer inquiries or complaints efficiently.Workflow Management: Coordinate with other supervisors to ensure seamless workflow transitions.Resource Allocation: Manage staff scheduling and ensuring adequate staff availability.Reporting and Analysis: Generate reports on operational performance and analyse data to identify trends and areas for improvement.Continuous Improvement: Implement strategies to improve call centre efficiency and service quality.Industry Knowledge: Understanding of call centre industry best practices and technologies.Requirement-Candidates with minimum Degree Qualification.Experience of minimum 2 Years in similar position,

Keyskills :
Team LeadershipPerformance ManagementQuality AssuranceIssue ResolutionWorkflow ManagementResource AllocationContinuous ImprovementCall Centre OperationsReportingAnalysis

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