Call Centre Team Leader

Main Job Function:

You will manage and direct call centre agents in achieving their required daily duties.

Your role will be to take accountability for Call Centre Agents through daily monitoring, a compilation of reports, and coaching. You must be willing to take escalations and think creatively to keep customer satisfaction at heart.

Responsibilities:

• Running and managing the call centre daily.

• Set targets for all Call Centre Agents

• Schedule and organize shift patterns for agents

• Understand the organization’s products, services, procedures, and guidelines and communicate the same to team leaders

• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

• Facilitate and organize training sessions for all agents

• Submit regular reports to management and seek new ideas and strategies to improve the performance of the call centre

• Ensure clients are happy and always satisfied by providing prompt responses and solutions to their challenges.

• Keep up with industry trends and happenings and ensure adherence to industry standards.

• Conduct regular review of all Call Centre Agents performance and ensure performance improvement plans are done for underperformers.

• Ensure that all staff adhere to the weekly performance targets.

• Monitoring attendance and punctuality daily

• Reviewing and analysing Agent output

• Customer service strategy, execution and dispatch management including development of vision, mission and KPI’s.

• Handle customer complaints and ensure customer surveys were returned.

• Coach the team in order to ensure the quality of delivery meets the appropriate Standard