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Job Description
- Be in charge of running and managing the call center daily
- 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
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
- Facilitate and organize training session for all agents
- Recommend and purchase gadgets to enhance job performance at the call center
- 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
- Bachelor Degree
- Leadership: Call center team leaders are in charge of other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
- Motivation: People work harder when they receive the right amount of motivation so call center team leaders would be expected to know how to devise effective motivational techniques to improve the performance of their teammates
- Coaching and Mentoring: Call center team leaders are also expected to be great tutors and excellent mentors to their team members
- Hardworking: To be able to encourage their team members to work harder, they must be hard workers themselves
- English fluently
