Job Description - Team Lead - Call Center

1) Responsible to handle call center team and ensure that large valume of inbound and outbound calls are in a timely manner.

2) Responsible to lead and inspire a team of customer care executive to deliver excellent level of individual and team performance and customer satisfaction.

3) Responsible to work closely with call center executives to motivate and coach them.

4) Responsible to monitor call volume; prioritize and distribute workload for the team.

5) Responsible to work closely with team members to solve customer problems.

6) Team Leader must have the enviable task of trying to improve the performance of each individual call center executive.

7) Responsible for hosting one to one meeting and identify the performance gap.

8) Responsible to track and measure individual and team goals throughout the day and on a long term basis.

9) Responsible to manager day to day line activities, and make risk and impact assessments within existing process and procedures.

10) Responsible to keep upto date information about the performance of the team and submit it to CC Manager.

11) Responsible to manage the fair and consistent performance assessment of team members.

12) Responsible to support the operations manager to highlight operational risk and areas for improvement.

Required skills and qualifications

1) Graduate or equivalent

2) 4-5 years of experience in call center operations and customer services.

3) Call Centre experience in hospital is added advantage.

4) Team management experience

5) Strong active-listening and verbal-communication skills

6) Proficiency in problem-solving

7) Compensation: Not a constraint for right candidate – Fixed salary plus attractive Incentives.