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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Qualification: Graduate
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Location: Mumbai
Other Opportunities
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