Team Lead For Call Center

Only female required..
Introduction:
At Chandigarh University, we are seeking a highly motivated and experienced individual to join our team as a Team Lead for our Call Center department. As a Team Lead, you will play a crucial role in managing and guiding a team of call center agents to ensure exceptional customer service, achieve operational targets, and uphold the university's reputation for excellence. If you have excellent interpersonal skills, leadership abilities, and a strong understanding of call center operations, this might be the perfect opportunity for you!
Responsibilities:
1. Leadership and Team Management:

• Lead, motivate, and manage a team of call center agents to ensure optimum performance levels, efficiency, and productivity.
• Provide ongoing guidance, feedback, and coaching to enhance team members' performance, customer service skills, and overall job satisfaction.
• Foster a positive and collaborative work environment, promoting strong teamwork and a proactive approach to problem-solving.
• Promote a culture of continuous improvement by identifying training needs, organizing workshops, and implementing strategies to enhance team performance.

2. Call Center Operations:

• Oversee day-to-day call center operations, ensuring that all targets, metrics, and service level agreements (SLAs) are met or exceeded.
• Monitor call quality and performance, conducting regular call and email audits to identify areas of improvement and provide feedback to agents.
• Handle escalated customer inquiries or complaints promptly and professionally, offering resolutions that align with the university's policies and guidelines.
• Utilize call center software and tools effectively to manage call queues, monitor agent performance, and generate reports on key performance indicators (KPIs).

3. Training and Development:

• Conduct regular training sessions to update team members on product knowledge, university procedures, customer service best practices, and effective communication skills.
• Collaborate with the Training Department to develop and improve training materials, ensuring they align with the latest industry trends and university standards.
• Monitor agents' progress and provide ongoing support to promote their professional development and career advancement within the call center.

4. Stakeholder Engagement:

• Collaborate with various departments within the university, including Admissions, Registrar's Office, and Student Services, to address customer issues, improve processes, and enhance the overall customer experience.
• Serve as a primary point of contact for call center operation updates, ensuring effective communication between agents, supervisors, and other relevant departments.
• Foster strong relationships with stakeholders to understand their requirements and feedback, utilizing this information to implement process improvements and enhance service delivery.

Requirements:

• Bachelor's degree in Business Administration, Communications, or a related field. Relevant certifications would be a plus.
• Proven experience of at least 3-5 years in a call center environment, with at least 1-2 years in a leadership or team lead role.
• Exceptional leadership and managerial skills with the ability to effectively motivate and inspire team members.
• Strong knowledge of call center operations, KPIs, and industry best practices.
• Excellent communication skills, both verbal and written, with the ability to communicate effectively with a diverse group of stakeholders.
• Proficiency in call center software and tools, including CRM systems, call monitoring software, and reporting tools.
• Flexibility to work in shifts and adapt to changing business needs.

Join Chandigarh University:
Chandigarh University is committed to providing a supportive and dynamic working environment that recognizes and rewards performance. As a Team Lead for the Call Center, you will have the opportunity to make a significant impact on our overall customer service success and contribute to the growth of one of India's leading educational institutions.
If you are passionate about leading a team, delivering top-notch customer service, and making a difference in students' lives, we look forward to receiving your application.
Apply now and be a part of the Chandigarh University family!