Team Leader- Student Services ( 1 position )

Purpose

To provide guidance, instruction and direction to the team on responsibilities aligned with call centre operations. To monitor qualitative and quantitative achievements of the team

Duties & Responsibilities
  • Monitoring productivity for Counsellors
    • Calls (Inbound/Outbound)
    • Chats
    • Non voice queries
    • Escalations
    • Lead management (Chat/Web/Call)
  • Analysis of day to day work and reports [Voice and Non-voice channels]
  • Co-ordinate with internal departments (Academics/Exams/Logistics, etc..) to meet TAT on every case assigned
  • Coaching and Feedback for all counsellors basis observations made
  • Responding to escalations emails/calls via various channels by Internal stake holders
  • Handling Supervisor calls and student escalations raised by team members
  • Event based Student Communication
Experience
  • 3 to 5 years of relevant work experience (Customer service)
  • Team leader (Domestic/International) managing end to end Operations
Skills & Abilities
  • Good Communication Skills (Written and Verbal)
  • Good Analytical skills and implementation to improvise any SOP
  • Ability to manage complaint calls with a calm disposition
  • Knowledge of call centre systems such as telephony systems, CRM Databases and computer
  • Well versed with MS office
  • Willingness to learn and understand all the products and services offered by the organization
  • Ability to multi-task
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