Call Center Team Leader

- 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:

1. +3 Years of Experience
2. Proficient in using call center software and technology to monitor team performance, track call metrics, and generate insightful reports for management review.
3. Excellent time management and multitasking skills, ensuring seamless call center operations and achievement of performance targets.
4. Skilled in using call center software and technology to track team performance and create comprehensive reports for management review.
5. Experienced in leveraging call center software and technology to monitor agent performance and generate informative reports for management.
6. Proficient in leveraging call center data and metrics to optimize processes and elevate customer satisfaction levels.
7. Demonstrated proficiency in call center software and technology, enabling real-time monitoring and detailed reporting for management evaluation.
8. Excellent at delivering constructive feedback through performance evaluations, contributing to the growth and success of the call center team.