Senior Call Center Representative

We are looking for a motivated and experienced Call Center Team Lead to join our dynamic team. As the Call Center Team Lead, you will be responsible for leading, mentoring, and monitoring a team of call center agents. Your role will involve assessing workflows, improving processes, ensuring operational efficiencies, handling customer calls and complaints, and ensuring that team members consistently achieve or exceed performance targets.

Key Responsibilities:

1. Team Leadership & Mentorship:
   
• Lead, mentor, and motivate a team of call center agents to ensure high levels of performance and morale.
• Provide coaching and feedback to team members to help them improve their skills and achieve their targets.
• Conduct regular team meetings and one-on-one sessions to address challenges and provide guidance.
2. Workflow & Process Improvement:
   
• Assess current workflows and operational processes to identify inefficiencies.
• Implement process improvements to increase team productivity, reduce call handling time, and improve customer satisfaction.
• Monitor and analyze key performance metrics (KPIs) and suggest strategies for improvement.
3. Customer Call Handling & Complaints Resolution:
   
• Manage escalated customer calls and complaints, ensuring quick resolution and maintaining high customer satisfaction.
• Set an example by handling customer issues professionally and effectively.
• Track and follow up on unresolved issues to ensure that all customer concerns are addressed.
4. Performance Monitoring & Target Achievement:
   
• Ensure that team members consistently meet or exceed performance targets, such as call volume, customer satisfaction, response time, and issue resolution.
• Track performance metrics and provide regular updates to management on team achievements and areas for improvement.
5. Training & Development:
   
• Facilitate ongoing training and development opportunities for team members to enhance their skills and knowledge.
• Assist in onboarding new team members and ensure they understand operational procedures and expectations.
6. Reporting & Documentation:
   
• Prepare and present performance reports to management, highlighting achievements, challenges, and proposed solutions.
• Maintain accurate records of team performance, call metrics, and customer complaints.

Qualifications:

• Bachelors degree in Business Administration, Communication, or a related field.
• Proven experience in a call center or customer service leadership role.
• Strong leadership skills with the ability to motivate, coach, and develop a team.
• Excellent problem-solving and decision-making abilities.
• Strong communication skills, both verbal and written.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency in call center software and Microsoft Office Suite.

Preferred Skills:

• Previous experience in handling customer complaints and escalations.
• Familiarity with performance monitoring tools and metrics analysis.
• Experience in managing and improving call center processes and workflows.