Telecalling Team Leader

Job Title: Call Centre Team Leader

Department: Customer Service / Operations

Reports To: Call Centre Manager / Operations Manager

Job SummaryThe Call Centre Team Leader is responsible for managing a team of customer service representatives, monitoring daily performance, ensuring service quality, and achieving operational targets. The role involves coaching team members, handling escalated customer complaints, monitoring key performance indicators (KPIs), and ensuring excellent customer satisfaction.

• Key ResponsibilitiesLead, motivate, and manage a team of call centre agents to achieve daily, weekly, and monthly targets.
• Monitor team performance against KPIs such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), Quality Scores, and Service Level.
• Conduct daily team briefings, performance reviews, coaching sessions, and feedback meetings.
• Monitor calls and provide feedback to improve communication skills, customer service quality, and process compliance.
• Handle escalated customer complaints and ensure timely and effective resolution.
• Track attendance, punctuality, productivity, and schedule adherence.
• Prepare and submit daily, weekly, and monthly performance reports to management.
• Identify training needs and support the development of team members.
• Ensure compliance with company policies, standard operating procedures (SOPs), and quality standards.
• Coordinate with quality assurance, training, workforce management, and operations teams.
• Identify performance gaps and implement action plans to improve productivity and customer satisfaction.
• Maintain a positive work environment and encourage teamwork, accountability, and employee engagement.
• Support new employee onboarding and process training when required.
• Required Skills and QualificationsExcellent verbal and written communication skills.
• Strong leadership, coaching, and team management abilities.
• Good problem-solving and decision-making skills.
• Ability to manage escalations and resolve customer issues professionally.
• Knowledge of call centre KPIs, quality monitoring, and performance management.
• Good analytical, reporting, and time management skills.
• Proficiency in MS Excel, CRM tools, and call centre systems.
• Ability to work under pressure and meet business targets.
• Previous experience in a call centre or customer service environment.
• Experience RequirementsTypically 1–3 years of experience in a call centre or customer service role.
• Previous experience as a Senior Customer Service Representative, Subject Matter Expert (SME), or Team Leader is preferred.
• Experience requirements may vary depending on the organisation and process.
• Key Performance Indicators (KPIs)Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Quality Assurance (QA) Score
• Service Level Achievement
• Team Productivity and Target Achievement
• Attendance and Schedule Adherence
• Customer Complaint Resolution
• Employee Attrition and Team Engagement