Call Center Team Leader

NOVA CLINICS -
Bolkly, AlexandriaPosted 2 years ago

144Applicants for2 open positions

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Be in charge of running and managing the call center daily.
Set targets for all other call center agents to meet up with strategic objective.
Schedule and organize shift patterns for other team members to ensure that customers are never left unattended.
Understand all organization’s 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 session for all agents and participate in recruitment of new call center 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.