Team Lead (IT Hardware sales)

Job Title: Team Leader Hardware Product (Laptop and Desktop) – Inbound Call Center

Position Overview: The Team Leader will be responsible for managing a team of call center representatives who handle inbound calls related to our laptop and desktop products. This role requires a strong leader with excellent communication skills, a deep understanding of hardware products, and the ability to drive team performance and customer satisfaction.

Key Responsibilities:

• Team Management: Lead, mentor, and coach a team of inbound call center representatives, providing guidance and support to ensure high performance and professional development.
• Performance Monitoring: Monitor team performance metrics, including call handling time, first call resolution, and customer satisfaction scores. Implement strategies to improve performance and achieve targets.
• Training & Development: Develop and deliver training programs to enhance team members' product knowledge and customer service skills. Conduct regular performance reviews and provide constructive feedback.
• Issue Resolution: Handle escalated customer issues and complex inquiries related to laptop and desktop products. Ensure timely and effective resolution of problems to maintain high levels of customer satisfaction.
• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance operational efficiency and service quality.
• Reporting: Prepare and present regular reports on team performance, customer feedback, and key performance indicators (KPIs) to senior management. Analyze data to identify trends and areas for improvement.
• Collaboration: Work closely with other departments, such as technical support and product management, to address customer needs and feedback. Facilitate effective communication and collaboration across teams.
• Compliance: Ensure that all team activities comply with company policies, procedures, and industry regulations. Maintain a thorough understanding of product updates, company policies, and industry standards.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Management, Information Technology, or a related field preferred.
• Experience: Minimum of 3-5 years of experience in a call center environment, with at least 2-3 years in a supervisory or team lead role. Experience with hardware products, particularly laptops and desktops, is highly desirable.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• In-depth knowledge of laptop and desktop hardware components and troubleshooting.
• Proficiency in call center software and CRM systems.
• Analytical skills with the ability to interpret performance data and generate actionable insights.
• Customer-focused with a commitment to delivering exceptional service.