Call Center Team Leader

Job Description

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Submit regular reports also seek new ideas and strategies to improve the performance.
• Reporting to the Call Center Manager
• Manage day-to-day line activities, priorities and make assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and targets are achieved
• Support the Call Center Manager to highlight operational risks and areas for improvement
• Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Monitor calls to ensure that procedures and quality standards are strictly adhered.
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended.
• Conduct NPS calls.

Job Requirements

• Team management experience
• Coaching and communication skills
• Minimum of 3 to 5 years’ experience within a contact center environment as a Team Manager
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking