AmbitionBox
Search
Jobs
- Reviews
- Salaries
- Interview Questions
- About Company
- Benefits
- Jobs
- Office Photos
- Community
Add office photos
All Filters
300 Knowledge Park Jobs
Team Leader- Student Services
Knowledge Park
posted 13hr ago
Job Role Insights
Key skills for the job
Job Description
About Us
We are SVKM s NMIMS Centre for Distance and Online Education (NCDOE) - India s Premier Institution for with core focus on Distance Online learning . Visit us at https: / / online.nmims.edu / about-us / for more information.
We are SVKM s NMIMS Centre for Distance and Online Education (NCDOE) - India s Premier Institution for with core focus on Distance Online learning . Visit us at https: / / online.nmims.edu / about-us / for more information.
Job Purpose
This role is responsible for supervising and managing a team of Student Counsellors who handle student s queries via inbound/outbound calls, Chat email. You will be responsible for leading and managing a team of Student Counsellors to deliver excellent customer service and achieve performance targets. Your role will involve providing guidance, support, direction, training and coaching to the team members, monitoring call/Chat/Email quality, productivity and ensuring the smooth functioning of the call center operations.
Key Responsibilities
- Lead and manage a team of student counsellor in the call center.
- Analysis of day to day work and reports [Voice and Non-voice channels provide guidance, support, training and coaching to team members to ensure optimal performance.
- Monitor and evaluate call quality and adherence to established procedures in regards with calls (Inbound/Out Bound), Chats, Non Voice queries, Escalations, Lead Management etc.
- Collaborate with internal stakeholders (Academics, Exam, Logistics, IT, Product etc.) to address student issues within TAT and improve service delivery.
- Conduct regular team meetings to communicate targets, updates, and performance feedback
- Develop and implement training programs to enhance the skills and knowledge of team members.
- Set performance goals and targets for the team and monitor individual and team performance.
- Identify areas for improvement in processes, systems, and team performance and suggest solutions.
- Handle student escalations or supervisor call in a professional and efficient manner.
- Prepare and analyze reports on team performance, call metrics, and student satisfaction.
- Stay updated with industry trends, best practices, and emerging technologies in the call center field.
Dimensions
- Manage team of 6 to 8 members.
- Work in rotational shifts (No Night Shifts)
Requirements- Skills Competencies
- Excellent communication and interpersonal skills
- Strong leadership skills with the ability to motivate and inspire a team.
- Analytical and problem-solving skills.
- Ability to manage complaint calls with a calm disposition
- Knowledge of call center operations including telephony systems, CRM Databases and customer service principles.
- Well versed with MS office
- Ability to handle pressure and manage multiple priorities in a fast-paced environment.
Requirements- Education work experience
- Bachelors degree or equivalent
- 5 to 8 years of relevant work experience in Customer service environment or call center as Team leader
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Team Lead roles with real interview advice
What people at Knowledge Park are saying
Knowledge Park Benefits
View more benefits
Compare Knowledge Park with
TCS
Compare
Accenture
Compare
Wipro
Compare
Cognizant
Compare
Capgemini
Compare
HDFC Bank
Compare
Infosys
Compare
ICICI Bank
Compare
HCLTech
Compare
Tech Mahindra
Compare
Genpact
Compare
Teleperformance
Compare
Concentrix Corporation
Compare
Axis Bank
Compare
Amazon
Compare
Jio
Compare
Reliance Retail
Compare
iEnergizer
Compare
IBM
Compare
LTIMindtree
Compare
Similar Jobs for you
Assistant Professor - CIS - General Management
4-9 Yrs
Mumbai, Mumbai Suburban
Share an Interview