We are seeking a dedicated and experienced Call Center Team Leader (Hindi Speaker) to lead a team of customer service representatives. The ideal candidate will be fluent in Hindi, have at least 3 years of experience in a call center environment, and possess strong leadership skills. You will be responsible for managing team performance, providing coaching and training, handling escalated issues, and ensuring high levels of customer satisfaction.

Key Responsibilities:

• Lead and Supervise Team: Manage, motivate, and guide a team of call center agents to achieve performance targets and deliver excellent customer service.
• Monitor Performance: Track and assess individual and team performance based on key performance indicators (KPIs) like customer satisfaction, first call resolution, and response time.
• Training and Development: Provide coaching, mentorship, and training to team members to improve their skills and performance.
• Handle Escalated Issues: Step in to resolve complex or escalated customer issues that agents are unable to handle, ensuring customer satisfaction.
• Quality Assurance: Monitor calls to ensure adherence to company policies, procedures, and quality standards, and provide feedback to team members.
• Reporting: Prepare daily, weekly, and monthly performance reports, and report key metrics to the Call Center Manager.
• Process Improvement: Suggest and implement process improvements to enhance efficiency and customer experience.
• Maintain Scheduling: Ensure proper team scheduling and attendance management to meet call volume demands.
• Promote Positive Environment: Foster a positive, productive, and inclusive work environment to boost team morale and productivity.

Skills & Qualifications:

• Fluency in Hindi (both spoken and written) is a must.
• Minimum 3 years of experience in a call center environment, with at least 1 year in a supervisory or team leader role.
• Proven leadership and team management skills.
• Strong communication skills, both in Hindi and English (ability to communicate with diverse teams and customers).
• Ability to handle escalated customer complaints effectively and professionally.
• Knowledge of call center operations, metrics, and performance management.
• Strong problem-solving and analytical skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Proficiency in using call center software and basic office tools (MS Office, etc.).
• Ability to work under pressure and meet deadlines.

Working Conditions:

• Full-time position with flexible shift hours (including weekends and evenings as required).

Benefits:

• Competitive salary.
• Health insurance.
• Performance-based bonuses.
• Career growth and development opportunities.

• Lead and Supervise Team: Manage, motivate, and guide a team of call center agents to achieve performance targets and deliver excellent customer service.
• Monitor Performance: Track and assess individual and team performance based on key performance indicators (KPIs) like customer satisfaction, first call resolution, and response time.
• Training and Development: Provide coaching, mentorship, and training to team members to improve their skills and performance.
• Handle Escalated Issues: Step in to resolve complex or escalated customer issues that agents are unable to handle, ensuring customer satisfaction.
• Quality Assurance: Monitor calls to ensure adherence to company policies, procedures, and quality standards, and provide feedback to team members.
• Reporting: Prepare daily, weekly, and monthly performance reports, and report key metrics to the Call Center Manager.
• Process Improvement: Suggest and implement process improvements to enhance efficiency and customer experience.
• Maintain Scheduling: Ensure proper team scheduling and attendance management to meet call volume demands.
• Promote Positive Environment: Foster a positive, productive, and inclusive work environment to boost team morale and productivity