Call Centre Team Lead

Roles & Responsibility

• Analysis/audits inbound/outbound calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support /Sales teams
• Provides structured and timely recommendations; verbal and/or written feedback to the advisors.
• Conduct Calibration sessions in sync with the Delivery and QA team
• Develop, Recommend and monitor corrective and preventive actions
• Maintain high performance in key metrics: Ensure that the team meets and exceeds key performance indicators such as service levels, abandon ratios, and call answer rates.
• Monitor and manage key process metrics: Track and assess essential metrics such as conversions, login hours, call quality, ACW, Average Call Handle Time (ACHT), and customer complaints.
• Taking daily, weekly and monthly calls with call centre agencies by making them understand the expectations from the Cloudnine business teams and provided updates
• Identify and provide training requirements and coaching to call centre executives
• Prepare Daily/Weekly reports
• Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS /Sales Support teams and sites .
  

Desired Candidate Profile

• Outbound Sales Experience.
• Experience in quality.
• Good Communicational skills English and Hindi and other languages are added advantage
• Good at Excel and publishing the checklist.

Note - Interested candidates can share their resume anshusi@cloudninecare.com