Call Center Team Lead

About Us

Dhruv Research is India’s first multimodal market research firm. It is led by alumnus from top educational and professional organisations with the ambition to become the leader in the space in India.

The organisation aims to disrupt the space through statistical and technological advancements in the existing data collection methods.

Dhruv Research aims to build sophisticated prediction systems across sectors such as elections, politics, governance, sports and science.

Roles and Responsibilities :
• Manage end to end call centre floor operations of the entire CATI process and manage a team of call centre agents
• Ensure system and process functionality and productivity
• Allocate daily work, manage logins, daily attendance and leaves, conduct daily briefing and handle dialer operations
• Manage performance feedback of agents and train on regular basis
• Coordination in CRM preparation and CRM testing
• Conduct audits based on the quality parameters and monitor random calls to improve quality
• Support manager in streamlining processes
• Run daily reports and prepare call centre performance reports by collecting and analysing call agents’ data
• Set / meet performance targets for speed, efficiency
• Handle escalations, liaise with managers, agents and third parties to gather information and resolve issues
• Manage call centre agent roster and mapping

Candidate Requirements :
• Graduation in any discipline
• Work experience of 2 to 4 years in handling call centre operations
• Knowledge of dialer operations
• Understanding of call centre quality parameters
• Experience in call centre agents coaching, mentoring and training
• Prior experience in handling CRM, report generation and preparation
• Proficiency in Excel
• Experience in CATI / telephonic market surveys will be preferred
• Should be willing to travel. Job location : Noida
• Should be proficient in vernacular. Language : English, Hindi