Team Lead – Call Centre & CRM

Role: Team Leader – Outbound and Inbound Customer Service

Location: Ahmedabad (Initially Saraspur and in 6 – 9 months Ashram Road)

Education: Bachelor’s degree preferred

Experience: Total experience at least 4 to 5 years with proven experience as a team leader of at least 1 to 2 years in a customer service environment, preferably in a call center.

Remuneration: Competitive salary package based on experience and qualifications.

Responsibilities:

• Customer Service:
  • Establish, implement and oversee inbound and outbound customer service operations.
  • Handle escalated customer inquiries and complaints promptly and effectively.
  • Ensure that customer service representatives adhere to company policies and procedures.
  • Monitor and analyze customer satisfaction metrics.
  • Identify areas for improvement and implement changes to enhance customer experience.
• Team Management:
  • Recruit, hire, train, and develop customer service representatives.
  • Provide ongoing coaching, mentoring, and performance feedback.
  • Motivate and inspire the team to achieve high performance standards.
  • Manage team schedules and ensure adequate staffing levels.
• Reporting:
  • Prepare and submit regular reports on team performance, and customer satisfaction.
  • Analyze data to identify trends and make informed recommendations.

Required Candidate Profile:

• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Excellent problem-solving, decision-making skills and strong understanding of KPIs of a call center.