Website:
ibt.global
Job details:
Team & People Management
- Lead, coach, and motivate a team of call center agents to achieve individual and team targets
- Conduct regular performance reviews, feedback sessions, and coaching plans
- Handle attendance, scheduling, and shift adherence
- Support employee engagement, discipline, and conflict resolution
- Identify training needs and support onboarding of new hires
Operations & Real-Time Management
- Manage daily operations including call volumes, queues, SLAs, and agent availability
- Monitor real-time performance and take corrective actions when needed
- Ensure optimal scheduling, breaks, and resource allocation
- Coordinate with workforce management and operations teams
- Multi task management
Technical & Systems Management
- Utilize CRM systems to track customer interactions, cases, and follow-ups
- Manage calling systems (inbound/outbound), email handling, and ticketing platforms
- Ensure accurate documentation and data integrity across systems
- Identify system issues and escalate or coordinate with technical teams
Performance & KPI Management
- Track, analyze, and report KPIs such as AHT, CSAT, FCR, SLA, adherence, and productivity
- Drive performance improvement initiatives based on data insights
- Ensure team performance aligns with business goals and client expectations
- Prepare daily, weekly, and monthly performance reports
Quality & Customer Experience
- Ensure compliance with quality standards and operational procedures
- Monitor calls, emails, and tickets to maintain service quality
- Address escalations and ensure timely resolution of customer issues
- Promote a customer-centric culture within the team.
Technical Skills
- Strong experience with CRM systems
- Hands-on knowledge of calling systems (inbound & outbound)
- Experience handling email and ticketing systems
- Scheduling and real-time management experience
- Strong MS Excel / reporting skills
Core Competencies
- Strong people management and coaching skills
- KPI-driven and results-oriented mindset
- Excellent communication and problem-solving skills
- Ability to work under pressure in a fast-paced environment
- Strong analytical and decision-making abilities
Preferred Qualifications
- Workforce management or real-time management experience
- Quality monitoring or performance improvement background
- Experience in multi-channel contact centers
Salary: 50,000 INR Per Month
Location: Ahmedabad, Gujarat, India
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