Recruiter at Acumont Solution Pvt Ltd
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Team Leader - Sales - Matrimony Services (3-5 yrs)
Responsibilities :
- Manage post-sales experience and service of premium members of Shaadi Select.
- Mentor and develop the team.
- Effectively manage shift operations.
- Strong Knowledge and Experience in Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management).
- Handling Escalation calls of Customers.
- Track Customer Satisfaction & ensure closure of complaints.
- Strong Rapport building skills with Team & stakeholders, managing attrition in the team.
- Evolve more effective work processes for improving customer interactions.
- Constantly monitor & review performance metrics for the achievement of objectives.
- To effectively manage Contact Centre operations for constant performance achievements.
- Identify relevant training needs of agents & ensure effective implementation.
- Interface with IT/HR/Training/Quality in order to improve the team's Performance.
Requirements :
- 3 years of experience developing the above skills.
- Experience must include telemarketing jobs.
- Should be familiar with effective objection handling.
- Extremely detail oriented and able to organize.
- Bachelor's Degree.
- Postgraduate /MBA or equivalent.
Brownie Points :
- Preferably, from a Matrimonial background.
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