- Education: Graduate in any stream
- Experience: Minimum 5+ years of total call center experience, including at least 2+ years working in a team lead role focused on fundraising for an NGO.

. Core Responsibilities
- Fundraising & Call Monitoring: Monitor daily calls to ensure volume targets are met, and quickly create action plans to fix any gaps or performance drops.
- Data Analysis: Review reports to track call trends, conversion rates, and performance gaps to identify key areas for improvement.
- Quality Control: Regularly audit calls and provide constructive feedback to agents to enhance communication quality.
- Team Management & Motivation: Guide and motivate the team to achieve monthly targets for call volume, conversions, and donation values.

Manage attendance effectively to minimize downtime.
- Coaching & Mentoring: Conduct regular training and 1-on-1 sessions to improve agent skills, such as tone of speech, quick call closures, and explicit communication of donation choices.
- Conflict Resolution:



Resolve team conflicts fairly and neutrally without negatively impacting work output.
- Reporting (MIS): Prepare accurate weekly and monthly reports and presentations for management.

. Candidate Requirements & Skills
- Domain Knowledge: Strong background in outbound sales, customer retention, customer upgrades, and managing key metrics like Attrition and Average Handling Time (AHT).
- Interpersonal Skills: Strong people management skills with a fair, neutral approach to handling agents, and good communication with both staff and stakeholders.
- Strategic Execution: Ability to create and execute actionable plans, align team efforts with organizational goals, and focus on improving resolution rates.
- Technical Skills:
- Proficient in MS Office, especially MS Excel for data management, and MS PowerPoint.
- Hands-on experience with call center dialer software and CRM tools.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:
- Cell phone reimbursement

Work Location:

📌 Team Lead – Call Center (Mira Road)
🏢 Making The Difference
📍 Mira Road