Contact Center Lead

Openings: 5

Location: Mumbai

Exp.: Experience - 6+ Years / Education- Any Graduate

Job description

• Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.
• Prepares call center performance reports by collecting and analyzing call agents data.
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Helps call agents with challenging customer service issues.
• Monitors team performance and provide tools if necessary.
• Determines call center operational strategies by evaluating team results and objectives.
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and preparing annual budgets.
• Presents monthly and annual call center action plans and objectives.

Qualifications and Skills

• 6+ years of experience in managing contact center
• Managed at least 20+ agents contact center
• Excellent understanding of technology, software applications, and phone and computer systems
• Advanced customer focus and customer service skills
• Exceptional training and coaching skills to motivate employees
• Great verbal and written communication skills
• Ability to remain calm and in control of a situation
• Role Customer Retention - Non Voice
• Industry Type Analytics / KPO / Research
• Department Customer Success, Service & Operations
• Employment Type
• Role Category Non Voice

Desired Skills

• Good Communication skills, Presentation Skills, Interpersonal skills, Team management skills