What you will do:

• Able to collaborate and coordinate with various department for resolution
• Ensure regular training,supervising, guiding and motivating their staff members to provide excellent services to customers
• Implement new customer service metrics and reporting systems
• Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information
• Monitor call center performance metrics and develop and implement strategies to improve customer service
• Strict adherence to process turn around times and adhere to commitments made to the client

Skills

Required skills to be successful:

• Highly motivated with an ability to handle work pressure and to meet tight deadlines
• Excellent communication and interpersonal skills with high customer service orientation
• Excellent time management and organization skills
• Excellent Telephone Etiquette
• Excellent Problem solving abilities
• Excellent Data Analytical skills

What equips you for the role:

• Must have 5+ years of Call Center /Customer service Experience as a team Leader
•  Bachelor’s degree (Commerce/Science / Arts / Business Administration)
• Strong knowledge in Process improvement, Quality Assurance & Training & Development
• Should be a good team player and manage a team of 15 employees