Call Center Team Leader

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.