Team Lead

Help Age India (Vizag, Andhra Pradesh, Ahmedabad and Gujarat), Badakhshan, India
Help Age India (Vizag, Andhra Pradesh, Ahmedabad and Gujarat) logo
Job Summary

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


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