Call Centre Team Leader

Overview

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

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