Key Responsibilities
Team Management:Lead, motivate, and supervise a team of call center representatives.
Performance Monitoring:Monitor daily operations, track key performance indicators (KPIs), and provide constructive feedback and coaching to agents.
Customer Service:Handle escalated customer issues and complaints, working to resolve them efficiently.
Training & Development:Develop and implement training programs to enhance agent skills and support qualified growth.
Reporting & Analysis:Analyze call center data to identify trends, prepare performance reports, and provide insights for improvement.
Process Improvement:Implement strategies and process improvements to enhance call center efficiency and customer satisfaction.
Resource Management:Manage team schedules, attendance, and workload distribution to ensure optimal resource allocation.
Collaboration:Coordinate with other departments to resolve complex issues and improve overall customer experience.

Required Skills & Qualifications
Leadership Skills:Ability to lead, motivate,



and mentor a team effectively.
Communication Skills:Robust verbal and written communication skills to provide feedback, handle escalations, and collaborate with others.
Technical Proficiency:Knowledge of call center technology, software, and data analysis tools.
Problem-Solving:Excellent negotiation and problem-solving skills to handle complex customer issues and operational challenges.
Customer Focus:A strong orientation towards customer service and a commitment to achieving high customer satisfaction.
Organizational Skills:Robust organizational abilities and attention to detail to manage tasks and resources effectively.
Experience:Typically requires previous experience in a call center setting.

Designation: Team Coach

Role:Team Leader

Job Types: Full-time, Permanent

Pay: ₹20,000.00 per month

Benefits:
Health insurance
Provident Fund

Work Location: In person

📌 Team Coach/ Shift Supervisor Patna (India)
🏢 Zen Plus Private
📍 India