Team Leader Call Center 13F25

As a Team Leader in our Call Center, you will play a pivotal role in managing and guiding a team of customer service representatives toward achieving excellence in customer interactions. You will oversee the daily operations, ensuring that the team meets the quality and efficiency standards set by the company. Your leadership and organizational skills will be critical in driving the team's performance and fostering a positive work environment. You will act as a coach and mentor, providing feedback, and developing strategies to meet and exceed customer expectations. By maintaining open lines of communication, you will ensure that your team provides high-quality service that aligns with the company’s values and goals.

Responsibilities

• Manage and lead a team of customer service representatives to achieve performance goals.
• Develop and implement strategies to improve call center performance and customer satisfaction.
• Monitor and evaluate team performance, providing regular feedback and support where needed.
• Create and maintain a positive work environment to motivate and engage team members.
• Collaborate with other departments to ensure seamless service delivery to customers.
• Participate in the recruitment and training of new customer service representatives.
• Conduct regular team meetings to discuss updates, performance, and areas for improvement.
• Analyze performance metrics and generate reports to track team progress and effectiveness.
• Resolve complex customer issues and complaints, escalating as necessary to management.
• Ensure adherence to company policies and procedures by all team members.
• Encourage team members to provide feedback and suggestions for improvement.
• Stay updated with industry trends and implement best practices within the team.

Requirements

• Bachelor’s degree in business, communications, or a related field is preferred.
• Minimum of 3 years of experience in a call center or customer service environment.
• Proven leadership skills with experience managing a team of direct reports.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Excellent verbal and written communication skills for effective interactions.
• Proficient in using call center software and Microsoft Office Suite applications.
• Ability to analyze data and generate reports for decision-making purposes.
• Familiarity with CRM systems and tools for enhanced customer management.
• Capability to work in a fast-paced environment and meet tight deadlines.