Green Call Technology

Job Description:-

Key Responsibilities:

  Team Management & Performance Monitoring:

• Oversee daily operations of the inbound team to ensure team members meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and issue resolution.
• Regularly monitor team productivity and performance, providing real-time feedback and assistance to agents as needed.
• Conduct one-on-one sessions with agents to review individual performance, address any concerns, and set clear goals for improvement.
• Implement strategies to optimize call center workflows and ensure consistent service quality.

   Attendance & Scheduling:

• Monitor and manage team attendance, ensuring adequate coverage at all times.
• Address attendance issues in a timely and professional manner.
• Coordinate shift schedules to ensure alignment with business needs while maintaining optimal team performance.

   Reporting & Analytics:

• Generate and review daily call reports, ensuring all metrics are captured accurately.
• Perform call analysis to identify trends, strengths, and areas for improvement.
• Use Excel (VLOOKUP, Pivot Tables, SUMIF, IF formulas, etc.) to analyze data and produce actionable insights that help improve team performance.
• Ensure 100% call tagging in CRM systems to maintain accurate customer interaction records.

 Training & Development:

• Provide ongoing training and refresher courses for underperforming agents, ensuring continuous improvement.
• Develop and execute personalized action plans to help agents meet performance expectations.
• Motivate and inspire team members to improve their skills, productivity, and customer service capabilities.

 Quality Assurance:

• Monitor agent-customer interactions to ensure they meet company quality standards and customer satisfaction levels.
• Provide constructive feedback and coaching to agents based on call quality assessments.
• Maintain a high level of professionalism and ensure agents maintain a positive customer experience on every call.

 Problem Resolution:

• Address customer escalations in a professional manner and provide guidance to agents on how to handle complex situations.
• Ensure that all customer issues are resolved in a timely manner and to the satisfaction of the customer.

Leadership & Motivation:

• Lead by example, fostering a positive and collaborative team environment.
• Encourage a “never say no” attitude and proactive approach to customer issues and team challenges.
• Promote a strong team culture focused on dedication, accountability, and continuous improvement.

Contact Person :mohini parmar 

Email :Mohini.Parmar@vispl.net.in 

Phone :+91 - 7557222333

Sigma Outsourcing Services Pvt Ltd

Job Description:-

 The Team Leader’s role is a professional in charge of guiding, monitoring and leading an entire group. They are responsible for motivating their teammates as well as inspiring positive communication within them to produce the desired results in line with the goals set therein.

Broad Responsibilities/ Major Deliverables:

· Understands the process inside out and analysis the gaps in process management.

· Creating an inspiring team environment with an open communication culture.

· Set clear team goals

· Delegate tasks and set deadlines

· Oversee day to day operation

· Monitor team performance and report on metrics

· Motivate team members

· Discover training needs and provide coaching

· Listen to team members’ feedback and resolve issues or conflicts

· Recognize high performance and rewards accomplishments

· Encourage risk taking and creativity

· Suggest and organize team building activities

· Ensure compliance with quality control parameters

· Raise productivity in the most efficient manner

· Collaborate and cooperate with team members to meet sales targets.

Screening & Selection Criteria:
- Pre-screening interview: Telephonic Interview.
- Assessment tests: Online assessment at Xobin.

For more information you can contact at -7557222333

Contact person- Divyanshi Sharma.

Email ID: divyanshi.sharma@justjob.co.in

Website:  www.sigmaindia.com

Address: 13 Community Centre, Naraina Industrial Area, Phase-1, New Delhi.