Call Center Team Leader
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ImpJob Overview:
The call centre team leader is responsible for supervising, managing and motivating a team of call centre agents to achieve and exceed performance targets. This role requires excellent leadership skills, a customer-focused mindset, and the ability to analyze team performance to identify area for improvement.
Key Responsibilities:
1) Team Supervision
- Manage day-to-day operations of the assigned team.
- Monitor agent performance, attendance and adherence to schedules.
- Handle escalated calls and resolve customer complaints promptly.
2) Performance Management
-Set individual and team performance goals aligned with organizational objective.
- Conduct regular coaching, feedback sessions and performance reviews.
- Identify and address performance issues to ensure consistent quality.
3) Training & Development
- Train new hires on calls centre procedures, systems and customers service skills.
- Organize ongoing training sessions to enhance skills and product knowledge.
- Keep the team updated on new policies, procedures and product changes.
4) Quality Assurance
- Monitor calls to ensure adherence to quality standards.
- Implement quality assurance initiatives to improve customers satisfaction.
- Analyse customer feedback and agent performance metrics for process improvements.
5) Reporting
- Prepare and present daily, weekly and monthly performance reports to managements.
- Analyse trends in call volume, customer issuance and team performance.
Qualifications:
- Education: High school diploma or equivalent (Bachelor's degree preferred).
- Experience: Minimum 2 - 3 years in call centre environment, with at least 1 year in a leadership role.
- Skills: Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Analytical and problem-solving skills.
-Proficient in call centre software and reporting tools.
- Ability to handle high-pressure situations effectively.
Key Competencies:
- Customer focus
- Coaching and mentoring
- Goal-oriented mindset
- Conflict resolutions
- Attentions to details
Job Type: Full-time
Benefits:
- Dental insurance
- Free parking
- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
Schedule:
- Rotational shift
Supplemental Pay:
- Attendance bonus
- Overtime pay
- Yearly bonus
Education:
- Diploma/Advanced Diploma (Preferred)
Experience:
- Call Center: 2 years (Preferred)
