SKILLS & RESPONSIBILITIES
- Lead and manage a team to meet and exceed performance targets.
- Monitor and maintain call quality standards to ensure a high level of customer satisfaction.
- Implement strategies to optimize team efficiency and effectiveness.
- Handle escalated customer inquiries and resolve complex issues promptly.
- Ensure accurate and timely reporting of key performance indicators (KPIs) to senior management.
- Conduct regular training sessions and provide ongoing coaching for team members.
- Foster a positive work environment to boost team morale and productivity.
- Schedule shifts and manage team attendance to ensure optimal coverage.
- Analyze call center data to identify trends and suggest process improvements.
- Ensure compliance with company policies, procedures, and industry regulations.
QUALIFICATIONS & REQUIREMENTS
- Bachelor’s Degree (ongoing) / Graduate in any field or relevant experience in a similar role.
- Minimum 1/2 years of experience in a team leader or supervisory capacity in a call center environment.
- Proven record of meeting or exceeding performance goals and KPIs.
- Excellent communication and interpersonal skills.
- Ability to manage and motivate a team in a fast-paced environment.
- Strong analytical skills and attention to detail.
- Experience with call center software and CRM tools.
- Ability to work flexible hours, including evenings and weekends if necessary.
- Strong problem-solving skills with a customer-focused mindset.
- Ability to handle stress and maintain composure under pressure.
- Must have own vehicle and a valid driving license.