Team Leader

Empric Outsourcing Pvt Ltd

Education: High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated

Certified call center manager or equivalent qualification is a plus.

Job Description:

Proven Experience as a call center manager or similar position with min 2 years of experience in customer service/tele-sales is required

Knowledge of performance evaluation and customer service metrics

Solid understanding of reporting and budgeting procedures

Experience in basic financial analysis (cost- effectiveness, cost-benefit, etc.)

Proficient in MS Office and call center equipment/software programs

Outstanding communication and interpersonal skills

Excellent organizational and leadership skills with a problem- solving ability

Positive and patient

Responsibilities:

Be in charge of running and managing the call center daily

Set targets for all other call center agents to meet up with

Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to

Understand all organization's products, services, procedures, and guidelines and communicate same to all team members

Prepare forecasts and budgets for the call center

Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

Facilitate and organize a training session for all agents and participate in the recruitment of new call center agents

Conduct regular review of all center agents' performance and organize training session for underperformers

submit regular reports to management and seek new ideas and strategies to improve performance at the center

Keep up with trends and happenings in the industry and ensure adherence to industry standards

Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times

Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

• Experience

  3 - 6 Years

• No. of Openings

  1

• Education

  Higher Secondary, Any Bachelor Degree

• Role

  Telesales Executive

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office