Team Leader (Call Centre)

Key Responsibilities/Accountabilities:

• Team Management: Responsible for grooming & managing talents (15-20 FTE).

Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations.

Ensuring highly motivated staff

• Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed.

Producing tools for possible use in helping coach and develop the best Service Representatives.

• KPI: Ensuring delivery on team/client KPI’s - productivity, quality, sales, attrition, absence etc.

• Manages team meetings and participate in operations/client leadership meetings & conference calls

• Escalation Management: Responsible for investigating and responding on client escalations timely and effectively

• Governance & reporting: Process management, team management, operational governance, reporting

• Process improvement - Lead and participate in initiatives to improve KPI’s

• Monitors AMO’s using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review

.• Communicates to the AMO’s any new requirements, changes, updates on all support related information as well as company information.

• Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions.

• Performing special projects & other duties as required.

• Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence

Function: Management
Experience Level: Mid-Senior Level