Job Details

Description

Department: Medical Helpline (Call Centre)

Location: Baba Computers, Baba Enclave, 38 New Basti, Pinjra Pole, Ranchi, Jharkhand, Landmark: Opposite Vishal Mega Mart, Harmu Road

Position Summary:

We are looking for a Team Leader to monitor daily performance of Call Handling Agents (CHAs) and overseeing the performance of a team of call center agents, also provide leadership, coaching and support to the agents and develop plans to achieve the call center targets. Team leader should manage the daily running activities of the call center, including the formulation of work plans and the application of call center strategies and operations.

Responsibilities:

• The following is a list of the major responsibilities of the Team Leader:
•  Manage large amounts of inbound and outbound calls in a timely manner
•  Follow communication “scripts” when handling different topics.
•  Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
•  Keep records of all conversations in our call center database in a comprehensible way
•  Frequently do educational meetings to improve knowledge and performance level of the agents
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Qualifications:

• To be considered for this position you will possess the following skills, attributes, and abilities:
•  Must be Graduate/Post Graduate in any stream
•  Strong phone and verbal communication skills along with active listening
•  Familiarity with CRM systems and practices
•  Good communication skills
•  Fluency in English, Hindi and Local language with excellence verbal and writing skills.
•  Responsible attitude and ability to prioritize work with proper planning.
•  Remaining calm under pressure.  Decision-making abilities. 
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Basic Requirement:

• Gender – Both (male & female)
• Language – Both (English & Hindi)
• Work Hours - 8 hrs / 12 hrs
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Job Details