Job Title: Team Leader - Call Center

QUALIFICATION: 10+2 + Graduate in any specialization with Good Typing speed @25-30 WPM in English Local Languages

DESIRED EXPERIENCE : The candidate should have minimum 2 years of experience as a Team Leader in any Domestic voice Process Call center / BPO and good interpersonal communication skills, desirably from Biology Background in 10+2 with Graduation in any stream/specialization. Having work experience in any domestic in-bound & out-bound call center is must. 

JOB DESCRIPTION: 

·JOB TITLE: Team Leader - Call Center 

·REPORTS TO: State Project Manager  

·SUBORDINATES: Call center Executives

·WORK PLACE & SCHEDULE: The place of work would be at respective Mobile Veterinary Unit. The work timing is 8 am to 4 pm, 6 days in the week, Sundays off/Weekly Offs as per the Mobile Veterinary Unit work plan. In case if required he/she should be available 24/7 * 365 days in a year.

·TRAVEL: Not required for this position.

·RECORDS OWNED:

Call centre Standard Operating procedure

Calls handled data (In-Bound & Out-bound)

SLA & KPI records (AHTs)

Customer feedback records

Team performance reports

TA & DA: Not applicable for day-to-day duty.

Roles and Responsibilities:

·Monitoring call center operations 

Team Management

Duty roaster preparation and management

Trouble shooting of any Operational or technical challenges of team members

Ensure AHT across all call center executives including Veterinary Surgeons in 1962 call center

Hardware maintenance and minor repairs 

Ensuring 99% up-time of call center

Grievance redressal mechanism monitoring

Team Mentoring etc...