Company Overview

SMAAASH - India's most acclaimed gaming and entertainment center, where the realms of sports, virtual reality, music, and dining converge to create an immersive, interactive, and innovative social experience for families, friends, and children alike

With 13 centers spread across 11 Cities in India, SMAAASH is a household name. Our comprehensive entertainment hubs cater to the young and the young at heart. No matter your age or interests, we have something to captivate everyone. We are pioneers in sports simulation technology and proprietary gamification technologies such as a unique twilight bowling zone, motor racing and bike racing simulators and go-karting tracks.

Job Overview

Job Location : Andheri - Mumbai

Team Lead position requiring 7 to 10 years of experience in Call Center management. Full-Time role based in Mumbai, Maharashtra, India at Smaaash Entertainment Pvt. Ltd. with 501-1000 employees.

Qualifications and Skills

• 7-10 years of experience in Call Center management
• Proficient in Inbound and Outbound call handling techniques
• Experience in Call Monitoring, Calls Audit, and Quality Control
• Strong proficiency in calls interaction and Performance Management
• Excellent communication and delivering right information skills

Roles and Responsibilities

• Lead and manage the Call Center team to ensure exceptional customer service delivery
• Monitor inbound and outbound calls to assess agent performance and compliance
• Conduct calls audit and quality control checks to maintain service standards
• Implement performance management strategies to optimize team productivity
• Provide coaching and training to team members for skill enhancement