Team Leader-Call Center/BPO

We are seeking a motivated and results-driven Call Center Team Lead to oversee and guide a team of call center agents. The ideal candidate will be responsible for ensuring operational efficiency, maintaining high service quality standards, and driving team performance to achieve business goals. This role requires strong leadership, excellent communication skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

• Team Supervision: Lead, mentor, and manage a team of call center agents to meet or exceed performance metrics such as call handling time, customer satisfaction, and first-call resolution.
• Performance Monitoring: Monitor individual and team performance, identify strengths and areas for improvement, and provide regular feedback and coaching to ensure continuous development.
• Issue Resolution: Act as the first point of escalation for customer complaints and complex inquiries, ensuring timely and effective resolution.
• Training and Development: Conduct team training sessions, share best practices, and facilitate knowledge-sharing to enhance team skills and product knowledge.
• Performance Reporting: Prepare and analyze reports on team performance, call metrics, and customer feedback to identify trends and recommend improvements.
• Workforce Management: Assist with scheduling, attendance tracking, and ensuring adequate coverage during shifts to meet service level agreements (SLAs).
• Quality Assurance: Collaborate with quality assurance teams to ensure adherence to company policies, procedures, and call quality standards.
• Process Improvement: Identify opportunities to streamline processes, enhance efficiency, and improve the overall customer experience.
• Team Motivation: Foster a positive and collaborative team environment, recognizing achievements and addressing performance issues proactively.
• Collaboration: Work closely with other departments, such as training, quality assurance, and operations, to align team goals with organizational objectives.

Qualifications and Skills:

• Education: Bachelors degree or equivalent experience in customer service, business administration, or a related field.
• Experience:
• Minimum 24 years of experience in a call center environment, including at least 1 year in a supervisory or leadership role.
• Skills:
• Strong leadership and team management abilities.
• Excellent verbal and written communication skills.
• Proficiency in call center tools, CRM systems, and performance monitoring tools.
• Analytical skills to assess data, identify trends, and make data-driven decisions.
• Conflict resolution and problem-solving skills.
• Ability to multitask and work effectively under pressure.

Key Competencies:

• Customer-centric approach.
• Coaching and mentoring skills.
• Strong decision-making and accountability.
• Adaptability to a fast-paced environment.