Call Centre Team Leader

Call centre team leader will be responsible for leading and supervising a team of customer service agents in a call centre environment. Their main roles will involves ensuring that the team achieves its performance KPIs and provides support to team members.

• Submit regular reports to management and seek new ideas and strategies to improve performance at the centre.
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Conduct regular team meetings to communicate updates and performance expectations.
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
• Assist in handling escalated customer inquiries and complaints, resolving issues promptly and effectively.
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
• ensure that team members are proficient in using call centre software, and other relevant tools to enhance their efficiency.
• Be in charge of running and managing the call centre daily.
• Set targets for all other call centre agents to meet up with

Required skills and experience.

• Minimum three years working in call centre.
• Leadership skills
• Multitasking
• Hardworking.