Call Centre Team Leader

Associate Process Manager

Description

APM-Ops Chat


As a Call Centre Team Leader, you will play a pivotal role in ensuring the smooth operation of our call centre by overseeing and supporting a team of customer service representatives. You will be responsible for guiding, coaching, and motivating team members to deliver outstanding service and achieve performance targets. Additionally, you will collaborate closely with management to implement strategies for improving efficiency, enhancing customer satisfaction, and driving continuous improvement within the call centre.

Key Responsibilities:

• Lead and manage a team of customer service representatives to ensure exceptional service delivery and achievement of performance targets.
• Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance.
• Monitor team performance and productivity metrics, identifying areas for improvement and implementing strategies to address them.
• Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
• Foster a positive and collaborative team environment, promoting open communication and teamwork among team members.
• Develop and implement procedures, policies, and guidelines to streamline operations and improve efficiency within the call centre.
• Analyze call centre data and trends to identify opportunities for process improvements and optimization.
• Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth.
• Collaborate with other departments, including training, quality assurance, and IT, to ensure alignment and consistency in service delivery.
• Stay up-to-date with industry trends and best practices in call centre management and customer service.

Qualifications:

• Bachelor's degree in any field.
• Proven experience in a call centre environment, with at least 2 years of experience in a leadership or supervisory role.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members.
• Excellent communication skills, both written and verbal.
• Demonstrated ability to effectively manage multiple priorities in a fast-paced environment.
• Sound judgment and decision-making abilities, with a focus on delivering exceptional customer service.
• Proficiency in call centre software and CRM systems.
• Flexibility to work in shifts and adapt to changing business needs.