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Team Leader Lead Generation

  • Gurgaon, India

Job description

  • Utilize advanced Excel functions and tools to analyze and interpret complex data sets.
  • Implement a data-driven approach to enhance decision-making processes.
  • Oversee day-to-day contact center operations (Outbound calls & Chat) ensuring optimal performance and service delivery.
  • Collaborate with cross-functional teams to enhance the overall customer experience.
  • Lead and inspire a diverse team, including Team Leaders, to achieve operational goals.
  • Manage a headcount of at least 20+, fostering a positive and high-performance culture.
  • Set and communicate clear performance targets for individuals and teams.
  • Align goals with organizational objectives and ensure consistent achievement.
  • Develop and implement comprehensive learning and development programs for the team.
  • Create career development plans to nurture talent and promote professional growth.
  • Identify opportunities for process optimization and efficiency within the contact center.
  • Implement and oversee initiatives to enhance operational processes and workflows. 
  • Adhere to deadline to achieve assigned targets.

Job requirements

  • Bachelor's degree in Business Administration, Management, or a related field.
  • Experience- 7+ years
  • Proven experience in contact center operations, with a minimum of [X] years in a managerial role.
  • Advanced proficiency in Excel and other analytical tools.
  • Strong leadership and team management skills.
  • Track record of setting and achieving targets in a contact center environment.
  • Experience in driving learning and development initiatives.
  • Proven ability to identify and implement process improvements.