Job Summary:
We are looking for an experienced and motivated Team Leader to manage a team of call center agents and oversee moderation activities. You will be responsible for guiding the team to meet performance targets, ensuring high-quality customer service, and maintaining community standards through effective moderation practices.

Key Responsibilities:

• Call Center Team Leader Duties:
• Supervise, motivate, and develop a team of call center agents.
• Monitor daily operations, call quality, and agent productivity.
• Set performance goals and ensure targets are achieved (e.g., response time, resolution rate, customer satisfaction).
• Conduct regular coaching, training, and feedback sessions to improve performance.
• Handle escalated customer complaints and complex inquiries professionally.
• Prepare and present regular reports on team performance and KPIs to management.
• Implement new processes or changes to improve service quality and efficiency.