Team Lead
1 week ago
Role & responsibilities:
- Supervise and lead a team of call center agents in handling inbound/outbound calls.
- Ensure that agents meet or exceed performance targets.
- Conduct regular team meetings, huddles, and performance reviews.
- Monitor real-time operations and provide support during escalations or critical issues.
- Provide training, mentoring, and coaching to improve agent skills and performance.
- Handle escalated calls or issues as needed to ensure customer satisfaction.
- Prepare and maintain reports related to team performance, attendance, and productivity.
- Ensure adherence to company policies, processes, and compliance requirements.
- Coordinate with other departments (e.g., QA, Training, Workforce Management) for operational efficiency.
- Motivate team members and foster a positive, high-performance environment.
Preferred candidate profile
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Problem-solving and conflict-resolution skills
- Ability to analyze data and performance metrics
- Customer-centric approach
- Familiarity with call center tools and systems
- Time management and multitasking capabilities
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