Call Center Team Leader Job Responsibilities
Execute the work schedule and ensure team members adhere to it.
Implement policies and procedure
Staff record management in call center.
Coaching, training and motivating staff.
Monitoring random calls to improve quality minimize errors and track operative performance.
Assist the Call Center Manager with performance evaluation. Investigate and resolve customers’ issues escalated by team members.
Ensure all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.
Prepare and ensure that reports are submitted in a timely manner.
Ensure that staff adhere strictly to floor rules reporting time and working hours
Any other job that may be assigned to him/her by the Call Center Manager.
Qualifications for the Call Center Team Leader Job
A university degree or equivalent with experience in related industry.
Minimum 2 years of experience in a busy call center.
Integrity and diligent
Should be good at communication, and Influencing.
Able to employ analytical and problem solving skills. Must have excellent time management skills
Must be good at coaching and mentoring other staff.
Must be efficient proficient at using the MS Office suite and a fast leaner of new software.
Must possess a high capability of telephone etiquette.
Must be good at team work
