Job Responsibilities: Call Center Leader
Salary: ₹25,000 a month
Company: Etech Global Services
Education Qualification: Bachelor’s Degree
Age: 18 years or above
What You’ll Be Doing:
- Hiring, training, and coaching call center representatives as they provide support for customers.
- Leads and manages a team of call center agents in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues/complaints, placing sales orders, etc).
- Ensure timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
- Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis. Evaluate and Conduct performance management activities for team members.
- Develop strategy for the development of the call center agent performance, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
- Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
- Take charge of the end-to-end pre-sales management and associated customer experience, supporting cross-company initiatives to drive improvements, improve efficiency and reduce complaints.
- Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT).
- Ensures that passing service levels are met and/or exceeded by maximizing the headcount of agents on the floor.
- Attends to Compensation and Benefits concerns of call center agents, focusing on payroll disputes, the timely preparation, and submission of payroll templates. Accurately tracks and indicates hours of overtime.
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