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 :Strong 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 Call Centre Patna (India)
🏢 Zen Plus Private
📍 India