Job highlights

- Manage team schedules,attendance,and shift planning

1. Team Management- Supervise and manage a team of call center agents.

- Monitor daily team performance and productivity.

- Ensure agents follow company policies, scripts, and quality standards.

- Conduct regular team meetings and briefings.

1. Performance Monitoring- Track KPIs such as call handling time, resolution rate, and customer satisfaction.

- Review call recordings and provide feedback to agents.

- Prepare performance reports and share insights with management.

1. Training Coaching- Provide ongoing coaching and mentoring to team members.

- Identify training needs and support skill development.

- Assist in onboarding and training recent agents.

1. Customer Service Quality- Ensure high levels of customer satisfaction.

- Handle escalated customer complaints and complex issues.

- Maintain service standards and compliance.

1. Operations Support- Manage team schedules, attendance, and shift planning.

- Coordinate with other departments to resolve customer issues.

- Support management in achieving operational goals.

Key Skills

- Leadership

- Lead Generation

- Planning

- Team Handling

📌 Team Leader Patient Command Centre (Mathura)
🏢 Sarvodaya Jeevani Hospital
📍 Mathura