Job Description

Team Lead (Connect Centre)

Locations: Vizag, Andhra Pradesh, Ahmedabad and Gujarat

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.

Work 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.

Skills & Competencies:

• 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.

The Main Job Responsibilities will be::

• 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 the dashboard.
• Plan and implement overall call strategy.

Remuneration will be as per HelpAge India’s overall salary structure.
The interest candidates should either email their resumes with their current CTC at hr@helpageindia.org or post their detailed CV at the following address.

HR Department
HelpAge India,
C-14, Qutab Institutional Area,
New Delhi-110016