Team Lead: Call Centre - Noida Location

Team Lead: Call Centre - Noida Location

Dhruva Research
2-4 years
Not Specified

Job Description

  • Manage end to end call centre floor operations of the entire CATI process and manage a team of call centre agents
  • Ensure system and process functionality and productivity
  • Allocate daily work, manage logins, daily attendance and leaves, conduct daily briefing and handle dialer operations
  • Manage performance feedback of agents and train on regular basis
  • Coordination in CRM preparation and CRM testing
  • Conduct audits based on the quality parameters and monitor random calls to improve quality
  • Support manager in streamlining processes
  • Run daily reports and prepare call centre performance reports by collecting and analysing call agents data
  • Set/meet performance targets for speed, efficiency
  • Handle escalations, liaise with managers, agents and third parties to gather information and resolve issues
  • Manage call centre agent roster and mapping
  • Graduation in any discipline
  • Work experience of 2 to 4 years in handling call centre operations
  • Knowledge of dialer operations
  • Understanding of call centre quality parameters
  • Experience in call centre agents coaching, mentoring and training
  • Prior experience in handling CRM, report generation and preparation
  • Proficiency in Excel
  • Experience in CATI/telephonic market surveys will be preferred

Dhruv Research is a market research firm and has established itself as a pioneer in the usage of various technology tools to conduct studies and surveys. We conduct pan India studies, using various research tools, at unmatched scale, speed, and accuracy, expanding the possibilities of how survey data can be consumed in informing the public on the current issues and trends which are shaping the nation. We try to understand the opinion of people in different sectors such as Politics, Economy, Current Affairs etc. We have conducted grassroots surveys of more than 50 lakhs individuals.

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