Sales Team Lead

The duties and responsibilities of a Call Center Team Leader

• Leading and managing a team of call center operators
• Monitoring and evaluating operator performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Determining and communicating the call centers goals and deadlines to team members
• Preparing and delivering performance reports for upper management
• Ensuring that clients are satisfied and service level agreements (SLAs) are met
• Participating in the recruitment and hiring process of new call center operators
• Conducting regular team meetings and creating an open-communication environment
• Managing the flow of inbound or outbound calls
• Addressing and resolving customer complaints and issues in a timely and empathetic manner
• Implementing strategies to improve quality and productivity
• Training and onboarding new team members to ensure understanding of processes and practices
• Training and on boarding new team members to ensure understanding of processes and practices

Communication Skills

• Strong ability to present complex data in a clear, concise manner.
• Proficiency in understanding and addressing stakeholder requirements.
• Excellent written and verbal communication skills.

Analytical Skills

• Strong problem-solving and critical-thinking abilities.
• Ability to analyze large datasets and identify trends or anomalies.

Educational Qualifications

• Bachelors degree

Experience

• Experience TL on paper

• Work Environment:

• Full-time role, typically in an office.
• Collaboration with cross-functional teams and regular interaction with senior management.

• Work shift-

• 5 days working
• General shift timing