Team Leader - Outbound and Inbound Customer Service

Job Summary

Team Lead - Call Centre CRM - AVI Renewable Energy Pvt Ltd (AVI Appliances) Team Lead - Call Centre CRM

Role: Team Leader - Outbound and Inbound Customer Service

Location: Ahmedabad

Experience: Total experience at least 4 to 5 years with proven experience as a team leader of at least 1 to 2 years in a customer service environment, preferably in a call center.

Responsibilities

• Customer Service: Establish, implement and oversee inbound and outbound customer service operations.
• Customer Service: Handle escalated customer inquiries and complaints promptly and effectively.
• Customer Service: Ensure that customer service representatives adhere to company policies and procedures.
• Customer Service: Monitor and analyze customer satisfaction metrics.
• Customer Service: Identify areas for improvement and implement changes to enhance customer experience.
• Team Management: Recruit, hire, train, and develop customer service representatives.
• Team Management: Provide ongoing coaching, mentoring, and performance feedback.
• Team Management: Motivate and inspire the team to achieve high performance standards.
• Team Management: Manage team schedules and ensure adequate staffing levels.
• Prepare and submit regular reports on team performance, and customer satisfaction.
• Analyze data to identify trends and make informed recommendations.

Requirements

• Total experience: at least 4 to 5 years with proven experience as a team leader for 1 to 2 years in a customer service environment, preferably in a call center.

Required Candidate Profile

• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in using customer relationship management CRM software and other relevant tools.
• Excellent problem-solving, decision-making skills and strong understanding of KPIs of a call center.

Key Skills

• Leadership
• CRM software
• Customer service
• Team management
• Communication
• Interpersonal skills
• Problem-solving
• Decision-making
• KPI understanding

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