Job Title

Key Responsibilities:- Lead and manage a team of customer service representatives to ensure exceptional service delivery and achievement of performance targets. - Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance. - Monitor team performance and productivity metrics, identifying areas for improvement and implementing strategies to address them. - Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction. - Foster a positive and collaborative team environment, promoting open communication and teamwork among team members. - Develop and implement procedures, policies, and guidelines to streamline operations and improve efficiency within the call centre. - Analyze call centre data and trends to identify opportunities for process improvements and optimization. - Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth. - Collaborate with other departments, including training, quality assurance, and IT, to ensure alignment and consistency in service delivery. - Stay up-to-date with industry trends and best practices in call centre management and customer service.Qualifications:- Bachelor's degree in any field. - Proven experience in a call centre environment, with at least 2 years of experience in a leadership or supervisory role. - Strong leadership and interpersonal skills, with the ability to motivate and inspire team members. - Excellent communication skills, both written and verbal. - Demonstrated ability to effectively manage multiple priorities in a fast-paced environment. - Sound judgment and decision-making abilities, with a focus on delivering exceptional customer service. - Proficiency in call centre software and CRM systems. - Flexibility to work in shifts and adapt to changing business needs.Note -This is a rotational shift & week offsPreferred international voice or chat experienceBenefits:- Competitive salary and benefits package - Opportunities for professional development and career growth - A supportive and collaborative work environment - Health and wellness programsInterested candidate can share their resume at rupali.devlekar.C@