Team Lead - Call Center

Key Responsibilities

• Team Management:

  Lead, motivate, and supervise a team of call center representatives.

• Performance Monitoring:

  Monitor daily operations, track key performance indicators (KPIs), and provide constructive feedback and coaching to agents.

• Customer Service:

  Handle escalated customer issues and complaints, working to resolve them efficiently.

• Training & Development:

  Develop and implement training programs to enhance agent skills and support professional growth.

• Reporting & Analysis:

  Analyze call center data to identify trends, prepare performance reports, and provide insights for improvement.

• Process Improvement:

  Implement strategies and process improvements to enhance call center efficiency and customer satisfaction.

• Resource Management:

  Manage team schedules, attendance, and workload distribution to ensure optimal resource allocation.

• Collaboration:

  Coordinate with other departments to resolve complex issues and improve overall customer experience.

Required Skills & Qualifications

• Leadership Skills:

  Ability to lead, motivate, and mentor a team effectively.

• Communication Skills:

  Strong verbal and written communication skills to provide feedback, handle escalations, and collaborate with others.

• Technical Proficiency:

  Knowledge of call center technology, software, and data analysis tools.

• Problem-Solving:

  Excellent negotiation and problem-solving skills to handle complex customer issues and operational challenges.

• Customer Focus:

  A strong orientation towards customer service and a commitment to achieving high customer satisfaction.

• Organizational Skills:

  Strong organizational abilities and attention to detail to manage tasks and resources effectively.

• Experience:

  Typically requires previous experience in a call center environment.