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Job Description
- Be in charge of running and managing the call center daily
- Set targets for all other call center agents to meet up with
- Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
- Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
- Prepare forecasts and budgets for the call center
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
- Facilitate and organize training sessions for all agents
- Recommend and purchase gadgets to enhance job performance at the call center
- Conduct regular review of all call center agents performance and organize training sessions for under performers
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards
- Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Job Requirements
- Team leader experience for not less than 5 years in the same field.
- Very good in both spoken and written English.
