Team lead Operations

Transact Global; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Transact Global is hiring a Team Leader for its call center operations in Bengaluru, Karnataka. The role includes providing a positive learning environment and training for customer support representatives.

Key responsibilities involve establishing call center objectives, leading hiring and training efforts, and analyzing performance data to enhance services and customer satisfaction.

Qualifications

• Comprehensive knowledge of company policies and offerings.
• Experience in hiring, training, and coaching call center representatives.
• Ability to analyze call center data for trends.

Responsibilities

• Assist in establishing call center objectives.
• Lead hiring, training, and coaching efforts for staff.
• Prepare reports and analyze call center data.
• Ensure team meets service level expectations and take corrective action.

Skills

Exceptional communication skills

Interpersonal skills

Customer service skills

Knowledge of SLA, AHT, CSAT

Job description

• The Team leader operation will assist in establishing call center objectives
• Provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers

Roles and Responsibly

• One should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings
• Hiring, training, coaching, and leading call center representatives as they provide support for customers
• Knowledge on SLA, AL, AHT, Shrinkage, Attrition, Roaster Planning, CSAT, NPS, Quality Parameters, Abandon %, WBR, MBR, QBR, First hand Resolution, Dialers
• Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees
• Assisting other management team members in identifying trends and establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Taking on other tasks or projects to support employees, other managers, and call center