Call Centre Team Leader
Call centre team leader will be responsible for leading and supervising a team of customer service agents in a call centre environment. Their main roles will involves ensuring that the team achieves its performance KPIs and provides support to team members.
- Submit regular reports to management and seek new ideas and strategies to improve performance at the centre.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Conduct regular team meetings to communicate updates and performance expectations.
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
- Assist in handling escalated customer inquiries and complaints, resolving issues promptly and effectively.
- Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
- ensure that team members are proficient in using call centre software, and other relevant tools to enhance their efficiency.
- Be in charge of running and managing the call centre daily.
- Set targets for all other call centre agents to meet up with
Required skills and experience.
- Minimum three years working in call centre.
- Leadership skills
- Multitasking
- Hardworking.