Team Leader Call Center

• Team Management:
• Supervising and leading a team of call center agents.
• Assigning tasks and managing workloads to ensure smooth operations.
• Monitoring individual and team performance against set KPIs (e.g., call handling time, customer satisfaction ratings).
• Conducting performance reviews and providing feedback to team members.
• Addressing performance issues and implementing corrective actions when necessary.
• Coaching and Development:
• Providing ongoing training and coaching to agents to improve their skills and knowledge.
• Identifying areas for improvement and developing individual development plans.
• Mentoring new team members and facilitating their onboarding process.
• Quality Assurance:
• Monitoring call quality to ensure adherence to company standards and customer service protocols.
• Identifying trends in customer feedback and implementing necessary improvements.
• Handling escalated customer issues and complaints effectively.
• Operational Efficiency:
• Analyzing call center data to identify areas for improvement and implement process changes.
• Identifying and resolving operational issues impacting team productivity
• Collaborating with other departments to ensure seamless customer experience
• Motivation and Leadership:
• Setting clear expectations and goals for the team
• Recognizing and rewarding high-performing team members
• Fostering a positive team culture and maintaining high morale

Required Skills:

• Strong leadership and communication skills
• Excellent customer service experience
• Proven ability to coach and mentor others
• Analytical skills to interpret data and identify trends
• Problem-solving and decision-making abilities
• Proficiency in call center software and technology
• Ability to work under pressure and meet deadlines