New job Team lead (Connect Centre) in Madhya Pradesh

Team lead (Connect Centre)
Team lead (Connect Centre)

Team lead (Connect Centre)

Company : HelpAge India
Salary : Details not provided
Location : Madhya Pradesh

Full Description

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

Contract length: 12 months

Job Types: Full-time, Contract

Salary: ₹14,417.00 - ₹87,913.00 per month


  • Health insurance
  • Paid time off


  • Rotational shift


  • Bachelor's (Preferred)