Team Leader Call Center (225-1011)

As a Team Leader in our Call Center, you will be responsible for managing a team of dynamic customer service representatives, ensuring they deliver top-notch service to our clients. Your role will be pivotal in maintaining excellent customer satisfaction levels, by providing guidance and support to your team members. You'll be involved in coaching, monitoring performance, and implementing strategies to improve service efficiency and effectiveness. Excellent communication skills, a strong sense of leadership, and the ability to motivate your team are critical in this role. You will work closely with upper management to implement policies and procedures that will enhance overall call center operations.

Responsibilities

• Manage and lead a team of call center representatives to achieve targets.
• Monitor team performance and provide regular feedback to improve service quality.
• Conduct training sessions for team members to enhance their skills and knowledge.
• Develop and implement strategies to increase customer satisfaction and call efficiency.
• Resolve escalated customer issues and complaints effectively and promptly.
• Analyze call center data to identify trends and areas for improvement.
• Prepare and submit regular performance and progress reports to management.
• Ensure adherence to company policies and procedures among team members.
• Facilitate effective communication within the team and with other departments.
• Motivate and inspire your team to achieve individual and team goals.
• Organize and conduct team meetings to discuss progress and address challenges.
• Coordinate with HR to manage recruitment and training of new employees.

Requirements

• Bachelor’s degree in Business Administration or a related field is preferred.
• Proven experience as a team leader or supervisor in a call center environment.
• Excellent communication and interpersonal skills are essential for this role.
• Strong organizational and multitasking abilities with an attention to detail.
• Ability to make decisions under pressure and manage difficult situations effectively.
• Proficient in using call center software and various communication tools.
• Strong customer service orientation with problem-solving capabilities.