Location: Mumbai; Experience: 6+ Years; Openings: 5; Education: Any Graduate ( IT course )

Job Description

- Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.
- Prepares call center performance reports by collecting and analyzing call agents data.
- Evaluates individual performance reviews and overall team effectiveness with upper management.
- Helps call agents with challenging customer service issues.
- Monitors team performance and provide tools if necessary.
- Determines call center operational strategies by evaluating team results and objectives.
- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
- Meets financial targets by estimating performance requirements and preparing annual budgets.
- Presents monthly and annual call center action plans and objectives.

Qualifications and Skills

- 6+ years of experience in managing contact center
- Managed at least 20+ agents contact center




- Excellent understanding of technology, software applications, and phone and computer systems
- Advanced customer focus and customer service skills
- Exceptional training and coaching skills to motivate employees
- Outstanding verbal and written communication skills
- Ability to remain calm and in control of a situation
- Role: Customer Retention - Non Voice
- Industry Type: Analytics / KPO / Research
- Department: Customer Success, Service Operations
- Employment Type
- Role Category: Non Voice

Desired Skills

- Good Communication skills
- Presentation Skills
- Interpersonal skills
- Team management skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Contact Center Lead (Mumbai)
🏢 Ideas 4 Transformation
📍 Mumbai