School Call Center Team Leader

A School Call Center Team Leader manages a team of agents handling student, parent, and staff inquiries regarding enrollment, IT support, or administrative services.

Key Responsibilities

• Team Management & Coaching: Lead a team of agents, conducting regular coaching sessions, setting performance goals, and facilitating training to enhance service quality.
• Operational Monitoring: Monitor phone cues, email, and ticketing systems to manage call volumes and ensure adherence to school response-time standards.
• Escalation Handling: Address complex enquiries, complaints, or student grievances escalated by team members, ensuring resolution.
• Quality Assurance: Audit calls and interactions to ensure compliance with school policies and consistent, professional communication.
• Reporting: Generate performance reports, tracking KPIs like average resolution time and user satisfaction to identify improvement areas.