Call Center Team Leader

Job Duties:

• Manage a team of contact center Reps & their KPIs.
• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
• Monitor calls& perform coaching sessions to ensure that procedures and quality standards are strictly adhered to.
• Answer questions from staff and provide guidance and feedback.
• Handle escalated cases & follow up on customer satisfaction.
• Conduct regular review of all call center agents’ performance and organize training sessions for under performers.
• Hold weekly meetings & One to one meetings to discuss team's current status, required action plans & deliver bonus.
• Set proper action plans to tackle most failed employees.
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
• Provide weekly reports to management about team's performance and most failed attributes.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Prepare forecasts and budgets for the call center.
• Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Perform any other tasks assigned by his/her ACM.