Team Leader- Student Services Shri Vile Parle Kelavani Mandal

About Shri Vile Parle Kelavani Mandal

Job Description

About Us We are SVKMs NMIMS Centre for Distance and Online Education (NCDOE) - Indias Premier Institution for with core focus on Distance & Online learning . Visit us at https://online.nmims.edu/about-us/ for more information. Job Purpose This role is responsible for supervising and managing a team of Student Counsellors who handle students queries via inbound/outbound calls, Chat & email. You will be responsible for leading and managing a team of Student Counsellors to deliver excellent customer service and achieve performance targets. Your role will involve providing guidance, support, direction, training and coaching to the team members, monitoring call/Chat/Email quality, productivity and ensuring the smooth functioning of the call center operations. Key Responsibilities Lead and manage a team of student counsellor in the call center. Analysis of day to day work and reports [Voice and Non-voice channels & provide guidance, support, training and coaching to team members to ensure optimal performance. Monitor and evaluate call quality and adherence to established procedures in regards with calls (Inbound/Out Bound), Chats, Non Voice queries, Escalations, Lead Management etc. Collaborate with internal stakeholders (Academics, Exam, Logistics, IT, Product etc.) to address student issues within TAT and improve service delivery. Conduct regular team meetings to communicate targets, updates, and performance feedback Develop and implement training programs to enhance the skills and knowledge of team members. Set performance goals and targets for the team and monitor individual and team performance. Identify areas for improvement in processes, systems, and team performance and suggest solutions. Handle student escalations or supervisor call in a professional and efficient manner. Prepare and analyze reports on team performance, call metrics, and student satisfaction. Stay updated with industry trends, best practices, and emerging technologies in the call center field. Dimensions Manage team of 6 to 8 members. Work in rotational shifts (No Night Shifts) Requirements- Skills & Competencies Excellent communication and interpersonal skills Strong leadership skills with the ability to motivate and inspire a team. Analytical and problem-solving skills. Ability to manage complaint calls with a calm disposition Knowledge of call center operations including telephony systems, CRM Databases and customer service principles. Well versed with MS office Ability to handle pressure and manage multiple priorities in a fast-paced environment. Requirements- Education & work experience Bachelors degree or equivalent 5 to 8 years of relevant work experience in Customer service environment or call center as Team leader,