Team Leader Call Center 05D25

As a Team Leader in our Call Center, you will be at the forefront of driving team performance and ensuring high levels of customer satisfaction. You will oversee a team of customer service representatives, ensuring they deliver exceptional service, meet their targets, and adhere to company protocols. Your role will be pivotal in fostering a positive work environment, resolving escalated customer issues, and providing ongoing support and training to your team members. To thrive in this position, you should possess excellent communication skills, a proactive approach to problem solving, and the ability to motivate and inspire others to achieve their best performance. Join us and be a part of an exciting and dynamic workplace where your contributions will make a significant impact.

Responsibilities

• Supervise and coordinate daily activities of call center customer service representatives.
• Develop and implement strategies to improve team performance and meet service objectives.
• Monitor call center operations to ensure compliance with company policies and procedures.
• Provide training and coaching to new recruits and existing team members.
• Conduct regular performance appraisals and provide constructive feedback to the team.
• Resolve customer escalations promptly and professionally to maintain customer satisfaction.
• Prepare and analyze performance reports to identify trends and improvement areas.
• Manage scheduling and attendance to ensure adequate call center coverage at all times.
• Foster a positive and engaging work environment that supports team morale and productivity.
• Collaborate with cross-functional teams to share insights and improve service delivery.
• Implement and oversee adherence to call center quality standards and best practices.
• Ensure that customer interactions are recorded accurately in the CRM system.

Requirements

• Proven experience in a supervisory role within a call center environment.
• Excellent oral and written communication skills, with strong leadership abilities.
• Ability to analyze performance data and develop actionable improvement plans.
• Proficiency in using customer relationship management (CRM) and call center software.
• Strong problem-solving skills and the ability to handle escalations effectively.
• Ability to work under pressure and manage multiple tasks simultaneously.
• High school diploma or equivalent required; a bachelor's degree is preferred.