Call Center Team Leader

CALL CENTER TEAM LEADER The Call Center Team Leader is responsible for supervising and managing a team of customer service representatives (CSRs) or agents to ensure excellent customer service, achievement of performance targets, and compliance with company policies and procedures. The Team Leader provides coaching, motivation, and support to maximize team productivity and customer satisfaction. TASKS AND JOB RESPONSIBILITIES: Team Supervision · Lead, motivate, and manage a team of call center agents. · Monitor attendance, schedule adherence, and overall team performance. · Conduct regular team meetings and briefing sessions. Performance Management · Monitor key performance indicators (KPIs) such as Service Level, Average Handling Time (AHT), Customer Satisfaction (CSAT), Quality Scores, and First Call Resolution (FCR). · Provide regular coaching, feedback, and performance evaluations. · Develop action plans to improve individual and team performance. Customer Service Excellence · Ensure prompt and professional handling of customer inquiries, complaints, and requests. · Escalate complex customer issues when necessary. · Promote a customer-centric culture within the team. Training and Development · Assist in onboarding and training new employees. · Identify training needs and coordinate refresher programs. · Mentor team members to enhance their skills and career growth. Quality Assurance and Compliance · Monitor calls and interactions to ensure compliance with company standards. · Implement quality improvement initiatives. · Ensure adherence to company policies, regulatory requirements, and service procedures. Reporting and Analysis · Prepare and submit performance reports and operational updates. · Analyze trends and identify opportunities for process improvement. · Collaborate with management to achieve departmental goals. Operational Support · Coordinate with Workforce Management and other support functions to ensure adequate staffing. · Assist in handling escalations and peak call volumes when required. · Support implementation of new processes and systems. Qualifications: · Bachelor's degree in Business Administration, Management, Communications, or related field. · Atleast 5 years supervisory experience in a call center, customer service, or contact center environment. · Strong leadership, coaching, and people management skills. · Excellent communication and interpersonal skills. · Proficient in Microsoft Office applications and call center systems. · Strong analytical and problem-solving abilities. · Ability to work in a fast-paced and target-driven environment. BENEFITS: · Competitive compensation salary, commensurate with experience with a value that meets or exceeds the current market average for a similar role. · Leave Benefits – entitlement to 15-days Vacation Leave and 15-days Sick Leave · Hospitalization Benefits – The Company has taken group insurance under Sunlife Grepa Financial to provide for reimbursement of hospitalization and surgical expenses of covered regular employees. · Medicine Allowance – Given to all regular employees each year to cover for consultation fees, laboratory tests and medicines · Group Term Life Insurance – all regular employees shall be insured with Sunlife Grepa under a non-contributory Group Term Life Insurance Plan. · Group Personal Accident Insurance – Company shall provide a non-contributory personal accident insurance coverage to all regular employees through Malayan Insurance Company, Inc. · Service Incentive Award – Company shall grant a one-time cash award depending on the employee’s completed year of service to the Company. · Retirement Plan – Adapted by the Company to reward its employees for their loyal service with the Company.