Call Center Team Lead

Team Lead: Call Centre

Roles and Responsibilities:



●Manage end to end call centre floor operations of the entire CATI process and manage a team of call centre agents

●Ensure system and process functionality and productivity

●Allocate daily work, manage logins, daily attendance and leaves, conduct daily briefing and handle dialler operations

●Manage performance feedback of agents and train on regular basis

●Coordination in CRM preparation and CRM testing

●Conduct audits based on the quality parameters and monitor random calls to improve quality

●Support manager in streamlining processes

●Run daily reports and prepare call centre performance reports by collecting and analysing call agents’ data

● Set/meet performance targets for speed, efficiency

●Handle escalations, liaise with managers, agents and third parties to gather information and resolve issues

●Manage call centre agent roster and mapping

Candidate Requirements:

●Graduation in any discipline

●Work experience of 2 to 4 years in handling call centre operations

●Knowledge of dialler operations

●Understanding of call centre quality parameters

● Experience in call centre agents coaching, mentoring and training

●Prior experience in handling CRM, report generation and preparation

●Proficiency in Excel

●Experience in CATI/telephonic market surveys will be preferred

●Should be willing to travel. Job location: Karnataka/ Tripura

●Should be proficient in vernacular. Language: Marathi, Gujarati, Kannada, Telugu, Tamil & Malayalam