Call Centre Team Leader

• *Job Description**

• *Position: Call Center Head**
• *Location:** Chennai
• *Department:** Customer Experience
• *Reports To:** Marketing Manager / Head

• *Job Summary**

The Call Center Head will manage the end\-to\-end operations of Geetham Veg's centralized call center, ensuring seamless order management, exceptional customer service, and operational efficiency. The role involves leading the call center team, improving customer satisfaction, driving sales through telephonic orders, coordinating with restaurant branches and delivery partners, and ensuring timely resolution of customer concerns.

• *Key Responsibilities**

• *1\. Call Center Operations**

• Lead and manage day\-to\-day call center operations.
• Ensure prompt handling of incoming customer calls, WhatsApp orders, and online enquiries.
• Maintain service levels, response times, and call quality standards.
• Develop and implement Standard Operating Procedures (SOPs).

• *2\. Team Management**

• Recruit, train, mentor, and supervise call center executives.
• Prepare duty rosters and monitor attendance.
• Conduct regular performance reviews and coaching sessions.
• Foster a customer\-centric and performance\-driven culture.

• *3\. Customer Service Excellence**

• Ensure every customer interaction reflects Geetham's hospitality standards.
• Handle escalated customer complaints professionally.
• Monitor customer feedback and implement corrective actions.
• Improve customer retention and satisfaction.

• *4\. Order Management**

• Ensure Lead Conversion for all the Individual as well as Corporate calls landing in the call center
• Ensure accurate order booking and timely communication with restaurant branches.
• Monitor order fulfilment and delivery timelines to the end Customer via ADLOGS
• Minimize order errors and cancellations.

• *5\. Sales \& Revenue Growth**

• Drive direct ordering through the call center.
• Promote special offers, festive menus, catering services, and loyalty programs.
• Upsell and cross\-sell menu items to increase average order value.
• Create a outbound channel for the better corporate retention
• Achieve monthly sales targets for direct orders.

• *6\. Quality Monitoring**

• Monitor call recordings and provide feedback.
• Conduct quality audits on customer interactions.
• Maintain call handling standards and scripts.

• *7\. Reporting \& Analytics**

• Prepare daily, weekly, and monthly MIS reports.
• Track KPIs such as:
• Call Volume
• Answer Rate
• Abandonment Rate
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Order Accuracy
• Sales Conversion Rate
• Customer Retention Rate
• Recommend process improvements based on performance data.

• *8\. Coordination**

• Work closely with restaurant managers, kitchen teams, dispatch teams, and marketing.
• Coordinate promotional campaigns and menu launches.
• Ensure smooth communication between the call center and all Geetham outlets.

• *Required Skills**

• Excellent communication skills in **Tamil, English** and Hindi
• Any Regional language is an added advantage.
• Strong leadership and people management abilities.
• Customer service orientation.
• Problem\-solving and conflict resolution skills.
• Knowledge of CRM, call center software, and Microsoft Office.
• Familiarity with food delivery platforms and restaurant operations.

• *Qualifications**

• Bachelor's Degree in Business Administration, Hospitality Management, or a related field.
• MBA is preferred.

• *Experience**

• **5–8 years** of experience in customer service or call center operations.
• **Minimum 2–3 years** in a managerial or team leadership role.
• Experience in the **restaurant, QSR, hospitality, food delivery, or e\-commerce industry** will be preferred.

• *Key Performance Indicators (KPIs)**

• Customer Satisfaction (CSAT) ≥ 90%
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Call Answer Rate
• Order Accuracy
• Sales Conversion Rate
• Customer Complaint Resolution Time
• Team Productivity
• Employee Retention
• Revenue from Direct Orders

Pay: ₹45,000\.00 \- ₹55,000\.00 per month

Benefits

• Food provided
• Health insurance
• Life insurance
• Provident Fund

Work Location: In person