Call Center Team Lead - job post

Description:

• As a Call Center Team Leader, you will be responsible for supervising and guiding a team of customer service representatives, ensuring they meet performance targets and deliver exceptional service to customers.
• Handle complex customer inquiries, complaints, and issues, ensuring efficient and satisfactory resolutions.
• Act as a point of escalation for challenging customer inquiries and complaints, ensuring prompt and satisfactory resolutions.
• Lead and mentor a group of customer support professionals, driving them to meet performance objectives and exceed customer expectations.
• Host frequent team gatherings and training workshops to bridge skill gaps and keep the team informed about any policy changes or process updates.
• Lead team huddles and training sessions to promote continuous learning and equip the team with the necessary tools for success.
• Direct and coach a team of call center employees, fostering a culture of excellence and ensuring customer satisfaction remains a top priority.

Requirements:

• 3+ Years of Experience
• Proficient in using call center software and technology to monitor team performance, track call metrics, and generate insightful reports for management review.
• Excellent time management and multitasking skills, ensuring seamless call center operations and achievement of performance targets.
• Skilled in using call center software and technology to track team performance and create comprehensive reports for management review.
• Experienced in leveraging call center software and technology to monitor agent performance and generate informative reports for management.
• Proficient in leveraging call center data and metrics to optimize processes and elevate customer satisfaction levels.
• Demonstrated proficiency in call center software and technology, enabling real-time monitoring and detailed reporting for management evaluation.
• Excellent at delivering constructive feedback through performance evaluations, contributing to the growth and success of the call center team.