EXPERIENCE:

Minimum 2 years of experience in customer service/ telesales is required)



Call Center Team Leader Role & Responsibility

Call center team leaders oversee workers who respond to customer inquiries. They work at facilities that receive incoming phone calls and/or electronic messages from people who have concerns about a company’s goods or services. Call center team leaders to make sure employees know how to respond to what is being asked and do so in a manner that puts the company in a good light. Call center team leaders work regular, full-time hours. If their employer offers evening or weekend customer service, they may be called upon to handle those shifts. Extended hours also are common during the holiday season or other busy periods.

TEAM LEADER RESPONSIBILITIES

• Be in charge of running and managing the call center daily
• Set targets for all other call center agents to meet up with
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
• Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members
• Prepare forecasts and budgets for the call center
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize a training session for all agents and participate in the recruitment of new call center agents
• Conduct regular reviews of all call center agents' performance and organize training sessions for underperformers
•  Submit regular reports to management and seek new ideas and strategies to improve performance at the center
•  Keep up with trends and happenings in the industry and ensure adherence to industry standards
•  Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times
•  Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.