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Team Lead – Call Center (Fundraising)
Making The Difference —Mira Road, Thane, Maharashtra
*Experience:* Minimum 5+ years of total call center experience, including at least 2+ years working in a team lead role focused on fundraising for an NGO.
₹25,000 - ₹30,000 a month
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mis jobs near virar mumbai maharashtra

Education: Graduate in any stream
Experience: Minimum 5+ years of total call center experience, including at least 2+ years working in a team lead role focused on fundraising for an NGO.

. Core Responsibilities

Fundraising & Call Monitoring: Monitor daily calls to ensure volume targets are met, and quickly create action plans to fix any gaps or performance drops.
Data Analysis: Review reports to track call trends, conversion rates, and performance gaps to identify key areas for improvement.
Quality Control: Regularly audit calls and provide constructive feedback to agents to enhance communication quality.
Team Management & Motivation: Guide and motivate the team to achieve monthly targets for call volume, conversions, and donation values.

Manage attendance effectively to minimize downtime.

Coaching & Mentoring: Conduct regular training and 1-on-1 sessions to improve agent skills, such as tone of speech, quick call closures, and clear communication of donation choices.
Conflict Resolution: Resolve team conflicts fairly and neutrally without negatively impacting work output.
Reporting (MIS): Prepare accurate weekly and monthly reports and presentations for management.

. Candidate Requirements & Skills

Domain Knowledge: Strong background in outbound sales, customer retention, customer upgrades, and managing key metrics like Attrition and Average Handling Time (AHT).
Interpersonal Skills: Strong people management skills with a fair, neutral approach to handling agents, and good communication with both staff and stakeholders.
Strategic Execution: Ability to create and execute actionable plans, align team efforts with organizational goals, and focus on improving resolution rates.
Technical Skills:
Proficient in MS Office, especially MS Excel for data management, and MS PowerPoint.
Hands-on experience with call center dialer software and CRM tools.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

Work Location: In person