Description
Call centre team leader will be responsible for leading and supervising a team of customer service agents in a call centre environment. Their main roles will involves ensuring that the team achieves its performance KPIs and provides support to team members.
Submit regular reports to management and seek new ideas and strategies to improve performance at the centre.
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Conduct regular team meetings to communicate updates and performance expectations.
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
Assist in handling escalated customer inquiries and complaints, resolving issues promptly and effectively.
Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
ensure that team members are proficient in using call centre software, and other relevant tools to enhance their efficiency.
Be in charge of running and managing the call centre daily.
Set targets for all other call centre agents to meet up with
Required skills and experience.
Minimum three years working in call centre.
Leadership skills
Multitasking
Hardworking.