Call Center Team Leader 30J25

As a Call Center Team Leader, you will play a critical role in overseeing and managing a team of call center agents to ensure the delivery of exceptional customer service and support. Your leadership will drive team performance and maintain high levels of customer satisfaction. You are responsible for guiding and mentoring your team, resolving customer inquiries and issues, and optimizing efficiencies within the call center. Your ability to motivate and foster a positive team environment will contribute significantly to achieving overall business objectives. This role requires a proactive approach to assess and improve team dynamics, implement policies, and enhance customer interaction quality consistently.

Responsibilities

• Lead, mentor, and manage a team of call center agents effectively.
• Monitor, evaluate, and improve team performance and productivity levels.
• Develop training and development programs to enhance agent skills.
• Resolve customer complaints and disputes in a timely and effective manner.
• Analyze key performance metrics and implement strategies to improve results.
• Conduct regular team meetings to communicate goals and updates clearly.
• Ensure compliance with company policies and regulatory requirements.
• Collaborate with other departments to streamline operations and processes.
• Provide regular feedback and coaching to agents to improve performance.
• Maintain accurate records and reports of team activities and performance.
• Handle escalated calls and provide superior customer support and solutions.
• Foster a positive and motivated work environment within the team.

Requirements

• Proven experience as a call center team leader or similar supervisory role.
• Excellent communication skills with strong leadership and management abilities.
• Ability to motivate and develop a high-performing team of agents.
• Strong problem-solving skills with a customer-oriented mindset.
• Proficiency in call center software and customer relationship management tools.
• Flexibility to adapt to a fast-paced and ever-changing environment.
• Bachelor's degree in business administration or related field preferred.