Call Center Team Leader 29N25

The Call Center Team Leader is an essential role responsible for overseeing the daily operations of a call center team, ensuring excellent customer service, and managing staff performance. This position requires strong leadership skills to drive a team towards meeting performance targets as well as ensuring adherence to company policies and procedures. With a focus on solving customer issues efficiently and effectively, the Team Leader must maintain a balance between satisfying customer demands and meeting organizational goals. The ideal candidate will possess exceptional communication and problem-solving skills, combined with the ability to motivate and develop team members. Their role is crucial in maintaining a productive and positive working environment while also ensuring customer satisfaction.

Responsibilities

• Lead and manage a team of call center executives to meet performance targets.
• Monitor and evaluate team performance, providing feedback and coaching as needed.
• Ensure compliance with company policies, procedures, and customer service standards.
• Handle escalated customer inquiries and provide effective resolution strategies.
• Facilitate training sessions and workshops to improve team skills and knowledge.
• Develop and implement strategies to enhance team efficiency and customer satisfaction.
• Participate in recruitment and selection processes for new team members.
• Prepare and analyze performance reports to identify areas for improvement.
• Coordinate with other departments to ensure seamless service delivery and operations.
• Manage shift schedules to ensure adequate staffing and coverage at all times.
• Create a positive and motivating work environment to encourage team performance.
• Provide regular updates and reports to senior management on team progress and challenges.

Requirements

• Bachelor's degree in business, communication, or a related field is preferred.
• Proven experience in a leadership role within a call center environment.
• Strong understanding of customer service principles and call center technology.
• Excellent interpersonal and communication skills, both verbal and written.
• Demonstrated ability to lead and motivate a team effectively.
• Strong problem-solving and decision-making abilities under pressure.
• Proficiency in using call center software and Microsoft Office applications.
• Ability to work flexible hours, including evenings and weekends, if required.