Job in Bengaluru Rural, Bengaluru, Bangalore for Contact Centre Team Leader

Job Description

Position: Team lead (Connect Centre)
Location: RT Nagar, Bangalore

Nightingales Medical Trust (NMT) is a not for profit, non-governmental organisation working to alleviate the different problems faced by the elderly for over 2 decades. The Trust has established various innovative and need based projects, focusing on dementia care, active ageing, elder abuse, social integration, economic empowerment and capacity building, catering to all sections of the society. NMT runs several projects / programs in Bangalore and one in Hyderabad and looks to expand its services. For more details, visit our website: http://www.nightingaleseldercare.com

NMT has been selected to implement the National Helpline for senior citizens in the Karnataka region. This is a prestigious project by the Government of India and aims to reach out to every senior citizen of India to provide support and guidance. The program will also disseminate information about government schemes and programs for the welfare of senior citizens and will act as a grievance redressal mechanism.

For the above project, NMT is looking for Team Lead (Connect Centre):

A) Educational Qualifications:

• Any PG/ MBA or BE or B.Tech or equivalent course and related course on handling customer relationship.

• More education or diploma to handle helpline in a related field may be preferred

B) Working Experience:

• Experience in working as Program Manager in any state-level programs not less than 2 years.

• Proven experience as call centre manager or similar position for 5 years.

• Experience of working in projects involving linkages with NGOs and government;

• Preferably experience on working with elderly focused programs in partnership with Government, local NGOs/ or CBOs.

C) Skills Required:

• Fluency in English, Hindi and local language with excellent verbal and writing skills.

• Proficient in MS Office and call centre equipment/software programs.

• Strong coaching and leadership skills, ability to motivate employees.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Strong communications and presentation skills.

• Experience of quality reporting and documentation

• Experience with training highly desirable.

• Ability to travel frequently within the state.

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

D) Roles & Responsibilities:

• The person will be responsible for managing the operations of the Connect Centre.

• Hiring, training, coaching, and leading Connect Centre representatives as they provide support for customers.

• Conducting combined and individual team meetings, review the work done by the teams.

• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

• Preparing reports and analyzing Connect Centre data to improve processes, ensure resources and properly allocated, and maximize efficiency and caller satisfaction.

• Ensure working closely with Project Director, Team leads of Connect Centre & Program Manager (Field) for better results.

• Ensure daily, weekly and monthly reports through dashboard

• Plan and implement overall call strategy

Interested candidates can apply through indeed by 22nd April 2022 along with your present and expected salary .

Job Type: Full-time

Salary: ₹35,000.00 - ₹38,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid time off
• Provident Fund

Schedule:

• Flexible shift

COVID-19 considerations:
Temperature screenings ,
Social distancing guidelines in place Sanitizing,
disinfecting, or cleaning procedures in place

Education:

• Master (Preferred)

Experience:

• total work: 2 years (Required)

Language:

• Kannada (Required)
• English (Required)
• Hindi (Required) 

Contact Informations

Recruiting For : Nightingales Medical Trust