Offshore Team Leader
Posted on :
18-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2730785
- Overseeing, coaching, and guiding a team of offshore call center agents, ensuring their adherence to dispatching protocols.
- Establishing performance goals and objectives for both the team and individual agents, focusing on efficient task dispatching.
- Monitoring and analyzing team performance metrics, identifying areas for improvement in dispatching processes.
- Providing regular feedback and coaching to team members to enhance their dispatching skills and performance.
- Developing comprehensive training programs and materials to enhance the team's knowledge of dispatching procedures.
- Ensuring the team meets or exceeds service level agreements and key performance indicators related to dispatching.
- Maintaining open communication channels with team members and other departments to address issues and streamline dispatching processes.
- Handling escalated customer complaints and resolving issues promptly, with a strong focus on efficient task dispatching.
- Conducting regular team meetings to review performance, share best practices, and collaboratively identify areas of improvement.
- Demonstrating proficiency in dispatch programs such as Perspective or other relevant dispatching software.
- Utilizing hands-on experience with radio dispatch equipment to optimize task allocation and communication.
- Exhibiting the ability to deliver results under time constraints and meet deadlines in a fast-paced dispatching environment.
- Previous experience in terminal operations, dispatch, or as a driver, providing valuable insights into effective dispatching practices.
Employment Type
Full Time
Department / Functional Area
Key Skills
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