CS Team Leader
Job Summary
We are looking for a hands-on, motivated, and results-driven Call Center Team Leader to guide agents, provide real-time assistance, and help achieve daily appointment booking targets. The ideal candidate will monitor floor performance, offer coaching, and ensure high standards of customer service in the wellness and skin care industry. At least 2-3 years of relevant experience in a call center or sales environment is required.
Responsibilities
- Monitor and assist agents on the floor
- Provide real-time coaching and guidance
- Track daily bookings and productivity
- Prepare daily booking reports for management
Required Skills
- 2-3 years call center or sales experience
- Team leadership and coaching skills
- Excellent English communication
- Target-driven mindset
Job Details
Industry: Wellness & Skin Care (Local/Dayshift)
Job Responsibilities:
- Walk around the call center floor to monitor and assist agents during calls.
- Provide real-time coaching and guidance to improve agent performance.
- Monitor daily bookings, productivity, and individual agent targets.
- Motivate and encourage agents to achieve their booking goals.
- Assist agents with difficult calls, customer concerns, and booking issues.
- Monitor call quality, attendance, and overall team performance.
- Identify agents who need additional coaching and provide support.
- Prepare daily booking reports and update management on team performance.
- Ensure agents follow proper call scripts and customer service standards.
- Work closely with management to improve booking results and conversion rates.
Qualifications:
- At least 2–3 years of experience in a call center, sales, or appointment-setting environment.
- Experience in team leadership, agent coaching, or floor support is preferred.
- Must have excellent English communication skills, both verbal and written.
- Strong leadership, coaching, and motivational skills.
- Hands-on and proactive, with the ability to assist agents during live calls.
- Target-driven and focused on achieving booking goals.
- Experience in the wellness, beauty, or skin care industry is an advantage.