Team Leader / Subject Matter Expert

ConfidentialKolkata

30+ days ago

Job description

Team Leader / Subject Matter Expert

GVK Emergency Management and Research Institute (GVK EMRI) is seeking an experienced and dynamic Team Leader / Subject Matter Expert to manage and motivate a team of 18-20+ executives in a 24 / 7 rotational shift environment. This role is crucial for driving performance, maintaining operational excellence , and ensuring adherence to key call center metrics.

Role & Responsibilities :

Demonstrated ability to effectively manage a team.
Must know AHT (Average Handle Time), Attrition, Shrinkage, YTD (Year to Date) / MTD (Month to Date), etc.
Possess expert knowledge of Operations processes and supporting tools.
Draw up action plans for advisors requiring coaching or development.
Track attrition and performance regularly.
Provide regular updates to the Operations Manager regarding team performance.
Prepare various reports .
Perform real-time monitoring .
Manage a team of at least 18-20+ executives.
Ensure staff engagement and motivation at all times.
Be comfortable with 24
7 rotational shifts.

Preferred Candidate Profile :

2-4 years of experience as a Team Leader in a Customer Service process, BPO, or Call Center.

Equipped with adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.

Ability to lead team members , multitask, prioritize, and meet timelines of deliverables.

Ability to mentor , coach, and provide direction to team members.

Willingness to work in a flexible schedule.

Notice Period : Candidates available to start soon will be considered favorably.

Skills Required

Subject Matter Expert, Operational Excellence, Engagement Support, Customer Service, Reporting Skills, Training Development

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