Team leader ( Connect Centre or Call center)

• The person will be responsible for managing the operations of the Connect Centre.
• Conducting combined and individual team meetings, review the work done by the teams.
• 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.
• Preparing reports and analyzing Connect Centre data to improve processes, ensure resources and properly allocated, and maximize efficiency and caller satisfaction.
• Ensure working closely with Project Director, Team leads of Connect Centre & Program Manager (Field) for better results.
• Ensure daily, weekly and monthly reports through dashboard
• Plan and implement overall call strategy
• Hiring, training, coaching, and leading Connect Centre representatives as they provide support for customers.

Educational Qualifications:

• Any PG/ MBA or BE or B.Tech or equivalent course and related course on handling customer relationship.
• More education or diploma to handle helpline in a related field may be preferred

Working Experience:

• Experience in working as Program Manager in any state-level programs not less than 2 years.
• Proven experience as call centre manager or similar position for 5 years.
• Experience of working in projects involving linkages with NGOs and government
• Preferably experience on working with elderly focused programs in partnership with Government, local NGOs/ or CBOs.

Skills Required:

• Fluency in English, Hindi and local language with excellent verbal and writing skills.
• Proficient in MS Office and call centre equipment/software programs.
• Strong coaching and leadership skills, ability to motivate employees.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Strong communications and presentation skills.
• Experience of quality reporting and documentation
• Ability to travel frequently within the state.
  

*Share their resume at priyankabs@alankit.com or can whatsapp on 9582200503*