Job Profile – Call Centre Team Lead

Total Work Ex needed – 3-5 Years

Job Location – Noida

Salary Slab – 35K – 45K / PM

Responsibilities

 Manage the daily running of the call center & proper resource planning (staff / software etc.)

 Applying strategies to meet performance targets for sales and call quality

 Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues

 Monitor random calls to improve quality, minimize errors and track operative performance

 Review the performance of staff, identify training needs and plan training sessions

 Record statistics, user rates and the performance levels of

the center &prepare reports on these statistics, rates and

performance levels

Requirements and skills

 Educational qualification – Graduation or equivalent

 Good exposure to outbound tele-calling at TL level

 Excellent communication skills, both written and verbal

 Strong interpersonal skills to be able to deal with people at all levels

 Analytical skills to interpret data and trends

 A go-getter person with positive attitude

 A strong customer focus and excellent telephone manner

 Ability to motivate and develop staff & work in team