Coaching and Development Conducting regular one-on-one coaching sessions with call center agents to identify areas for improvement and create personalized development plans Performance Monitoring Tracking key performance indicators KPIs such as Average Handling Time AHT First Call Resolution FCR and Customer Satisfaction CSAT scores to assess agent performance and identify trends Feedback and Support Providing constructive feedback to agents offering examples of best practices and brainstorming ways to improve specific behaviors and processes Training Developing and delivering training programs for new hires and existing agents to enhance their skills and knowledge Collaboration Collaborating with call center management and other departments to identify training needs and implement strategies to improve customer service Process Improvement Identifying areas for process improvement within the call center to enhance efficiency and effectiveness Reporting Preparing reports on team performance and customer service metrics to track progress and identify areas for further development Handling Escalations Assisting agents in handling escalated customer issues with professionalism and diplomacy Skills Required Strong Communication Skills Excellent verbal and written communication skills are essential for effective coaching and feedback delivery Active Listening The ability to actively listen to agents concerns and understand their challenges is crucial for providing relevant and effective coaching Problem-Solving Skills The ability to identify and resolve issues that agents may be facing in their daily work Leadership Skills The ability to motivate and guide agents to achieve their full potential Call Center Knowledge A strong understanding of call center operations customer service principles and sales techniques Proficiency in Call Center Software Familiarity with call center software and systems is key for monitoring performance and analyzing data Job Types Full-time Permanent Pay From 16 000 00 per month Benefits Health insurance Provident Fund Schedule Morning shift Rotational shift Language Hindi Preferred Work Location In person

📌 Team Coach - Call Center (Bihar)
🏢 Ziqitza Health Care
📍 Bihar