Job Summary

Team Lead - Call Centre CRM - AVI Renewable Energy Pvt Ltd (AVI Appliances) Team Lead - Call Centre CRM

Role: Team Leader - Outbound and Inbound Customer Service

Location: Ahmedabad

Experience: Total experience at least 4 to 5 years with proven experience as a team leader of at least 1 to 2 years in a customer service workplace, preferably in a call center.

Responsibilities
Customer Service: Establish, implement and oversee inbound and outbound customer service operations.
Customer Service: Handle escalated customer inquiries and complaints promptly and effectively.
Customer Service: Ensure that customer service representatives adhere to company policies and procedures.
Customer Service: Monitor and analyze customer satisfaction metrics.
Customer Service: Identify areas for improvement and implement changes to enhance customer experience.
Team Management: Recruit, hire, train, and develop customer service representatives.
Team Management: Provide ongoing coaching, mentoring, and performance feedback.
Team Management: Motivate and inspire the team to achieve high performance standards.
Team Management: Manage team schedules and ensure adequate staffing levels.




Prepare and submit regular reports on team performance, and customer satisfaction.
Analyze data to identify trends and make informed recommendations.

Requirements
Total experience: at least 4 to 5 years with proven experience as a team leader for 1 to 2 years in a customer service workplace, preferably in a call center.

Required Candidate Profile
Strong leadership, communication, and interpersonal skills.
Ability to manage multiple tasks and prioritize effectively.
Proficiency in using customer relationship management CRM software and other relevant tools.
Excellent problem-solving, decision-making skills and robust understanding of KPIs of a call center.

Key Skills
Leadership
CRM software
Customer service
Team management
Communication
Interpersonal skills
Problem-solving
Decision-making
KPI understanding

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📌 Team Leader Outbound And Inbound Customer Service Ahmedabad
🏢 Avi Appliances
📍 Ahmedabad