We’re on the lookout for a dynamic and experienced Team Lead to join our thriving call center team. If you have a knack for leadership, a deep understanding of call center operations, and a passion for driving performance, we want to hear from you. As a Team Lead, you’ll be at the forefront of managing a team of customer service representatives, ensuring they meet performance goals, and playing a pivotal role in our call center’s overall success.

Responsibilities:

• Team Leadership: Lead, motivate, and supervise a team of call center agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
• Performance Management: Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
• Call Monitoring: Review and assess call interactions to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.
• Handle Escalation Calls: Handle escalation calls and provide solutions in a timely manner.
• Scheduling: Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.
• Training and Development: Identify training needs and assist in the development of training programs and also provide training to new hires.
• Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.
• Data Analysis: Collect and analyze call center data, including call volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
• Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
• Documentation and Reporting: Maintain accurate records, reports, and documentation of call center activities, including performance metrics and agent evaluations.

Qualification

• At least 3-5 years of working in customer service, a supervisory role, or in a call center is required
• Candidate must demonstrate leadership qualities, desire to learn, and a passion for helping people
• Must have excellent written and verbal skills
• Ability to work professionally in a fast-paced environment