Position: Team Leader

Position Type: Full time on-site

Job Location: Bengaluru

Pre-requisite: Min 5 Years, International BPO Experience

Qualifications: Master’s degree

We are looking for a Team Leader to oversee workers who respond to customer inquiries.

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 training session for all agents and participate in recruitment of new call center agents
• Conduct regular review of all call center agent’s performance and organize training sessions for under performers
• 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 ensuring adherence to industry standards
• Ensure that clients are kept happy and satisfied at all times by providing prompt response 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.

Requirements:

• Proven experience of minimum 3 years as call center manager or similar position
• Experience in customer service 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
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a must

Job Types: Full-time, Regular / Permanent

Salary: ₹550,000.00 – ₹800,000.00 per year

Benefits:

• Health insurance

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Bengaluru South, Bengaluru Urban – 560078, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Team Leader: 5 years (Required)
• BPO: 5 years (Required)