Job highlights
Manage team schedules,attendance,and shift planning
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.
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.
Training Coaching- Provide ongoing coaching and mentoring to team members.
Identify training needs and support skill development.
Assist in onboarding and training recent agents.
Customer Service Quality- Ensure high levels of customer satisfaction.
Handle escalated customer complaints and complex issues.
Maintain service standards and compliance.
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