Call Center Team Leader

A Call Center Team Leader drives team performance by coaching agents, monitoring KPIs (CSAT, AHT, SLA), and resolving escalated issues to ensure high-quality customer service. They are responsible for motivating staff, conducting performance reviews, managing schedules, and implementing process improvements to boost efficiency and achieve operational targets.

Key Responsibilities:

• Performance Coaching: Mentored a team of [Number] agents, providing 1-on-1 feedback, training, and development plans to improve quality scores and reduce average handling time (AHT).
• KPI Management: Consistently met or exceeded monthly Service Level Agreements (SLA) and Key Performance Indicators (KPIs) through real-time monitoring and proactive adjustments.
• Escalation Handling: Resolved complex customer complaints and escalated calls efficiently, improving customer satisfaction (CSAT) ratings.
• Operational Efficiency: Streamlined workflow processes and better resource allocation.
• Team Development: Led daily stand-ups and monthly meetings to communicate company goals, new product updates, and motivate staff to achieve sales/service targets.
• Attendance & Scheduling: Managed agent scheduling, attendance, and adherence to ensure optimal coverage during peak hours.

Skills:

• Leadership: Mentoring, Performance Management, Coaching.
• Technical: Call Center Software (e.g., Avaya, Salesforce), Data Analysis (KPIs, Reporting), Microsoft Office Suite.
• Soft Skills: Conflict Resolution, Communication, Decision Making, Problem-Solving.

Requirements

• Matric
• Any Call center Certificates advantageous
• Worked in a medical aid environment advantageous
• Be multilingual
• Managed/s a team of 20 Call center agents