Team Leader - Hamilton Korea
We are looking for a motivated and result-driven Call Centre Team Leader to oversee a team of customer service representatives. The ideal candidate will be responsible for ensuring the team meets performance targets, providing coaching and support, and maintaining a high standard of customer service. This role requires strong leadership skills, problem-solving abilities, and the ability to drive team performance in a fast-paced environment.
Key Responsibilites:
- Supervise, coach, and mentor a team of call centre agents to achieve individual and team goals.
- Monitor team performance, analyze key metrics, and provide feedback to improve efficiency and quality.
- Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and knowledge.
- Handle escalated customer issues and ensure timely resolution.
- Ensure adherence to company policies, procedures, and customer service standards.
- Drive team motivation through engagement initiatives, rewards, and recognition.
- Collaborate with management to implement process improvements and optimize call centre operations.
- Maintain accurate records of team performance, attendance, and progress.
Key Requirements:
- Proven experience as a Team Leader/Supervisor in a call centre or customer service environment.
- Strong leadership, coaching, and motivational skills.
- Excellent communication, problem-solving, and conflict-resolution abilities.
- Ability to analyze date and implement strategies to improve performance.
- Proficiency in call centre software, reporting tools, and CRM systems.
- Ability to handle a fast-paced environment and manage multiple priorities.
- Flexibility to work in shifts, including weekends and holidays, if required.