AddressTitle: Job Description for the Role of Team Lead - Call Center at Chandigarh University
Introduction:
Chandigarh University is seeking a highly motivated and experienced individual to join our team as a Team Lead for our Call Center department. This position will play a crucial role in overseeing the daily operations of the call center, managing a team of call center representatives, and driving performance to ensure excellent customer service and satisfaction.
Responsibilities:
1. Team Management: As a Team Lead, your primary responsibility will be to manage and lead a team of call center representatives. This includes providing guidance, support, and coaching to enhance their professional growth and maximize their potential. You will be responsible for setting performance goals, monitoring productivity, and implementing strategies to achieve targets effectively.
2. Quality Assurance: Ensure that all calls are handled with professionalism, accuracy, and efficiency while adhering to the call center's policies and procedures. Conduct regular quality checks, call evaluations, and coaching sessions to identify areas of improvement and enhance the overall quality of service provided by the team.
3. Training and Development: Develop training programs and conduct regular coaching sessions to enhance the skills and knowledge of the call center representatives. Assist in the onboarding process of new team members, providing them with comprehensive training to ensure they are well-equipped to handle their responsibilities effectively.
4. Performance Management: Track individual and team performance metrics, such as call volume, response time, customer satisfaction, and conversion rates. Provide regular performance updates to senior management, identify areas for improvement, and implement strategies to optimize efficiency and enhance customer experience.
5. Customer Service: Act as a point of escalation for customer inquiries and complaints, ensuring timely and effective resolution. Handle complex or challenging customer interactions, demonstrating professionalism, empathy, and problem-solving skills while maintaining a positive customer experience.
6. Reporting and Analysis: Generate regular reports on call center performance, including key performance indicators, operational insights, and customer feedback. Analyze data to identify trends, patterns, and areas for improvement, and present recommendations for enhancing team performance and operational efficiency.
7. Collaboration: Collaborate with other departments, such as Sales, Marketing, and IT, to ensure effective coordination and communication for the seamless functioning of the call center. Proactively identify opportunities to improve processes and customer engagement through cross-functional initiatives.
Requirements:
1. Education: Bachelor's degree in any discipline.
2. Experience: Minimum 3-5 years of experience in a call center environment with at least 2 years in a supervisory/Team Lead role.
3. Communication Skills: Excellent verbal and written communication skills in English. Proficiency in any additional language will be an advantage.
4. Leadership Abilities: Strong leadership skills with the ability to motivate, inspire, and mentor a team to achieve targets and provide outstanding customer service.
5. Problem-Solving: Proven ability to analyze data, solve problems, and make effective decisions under pressure.
6. Customer-Oriented: Demonstrated commitment to providing exceptional customer service and maintaining customer satisfaction.
7. Time Management: Excellent organizational and time management skills to handle multiple tasks and meet deadlines effectively.
8. Technical Skills: Proficient in MS Office applications, CRM software, and call center systems.
9. Flexibility: Willingness to work in a dynamic and fast-paced environment, including weekends and occasional night shifts.
Conclusion:
As a Team Lead in Chandigarh University's call center, you will have the opportunity to lead a team of dedicated professionals and contribute to delivering excellent customer service. If you possess strong leadership abilities, exceptional communication skills, and a passion for enhancing customer experience, we welcome you to join our team and be an essential part of Chandigarh University's success. Apply now and embark on an exciting journey with us!
Intrested can reach me on 8393836632
