Call Center Team Leader

Summary

Call Center Team Leader oversees and monitors a group of call center employees, provide feedback for the team, ensure that the team goals are met and complete a range of administrative and management tasks.

Key Responsibilities

• Schedule and organize shift patterns for agents to ensure that customers are never left unattended to.
• Understand all organizations products, services, procedures, guidelines and communicate same to all agents.
• Monitor all calls to ensure that quality standards are strictly adhered to.
• Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
• Recommend and purchase gadgets to enhance job performance at the call center.
• Conduct regular review of all call center agents performance and organize training sessions for underperformers.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Ensure that clients are kept happy and satisfied by providing prompt response and solutions to their challenges.
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Handle abusive callers according to the established procedures.
• Contribute to the enhancement of customer satisfaction.
• Organize and control staff availability in order to achieve units KPIs and objectives.
• Participate in setting and preparing unit, team KPIs and objectives on quarterly and yearly basis.
• Set targets for all call center agents to meet as per schedule.
• Ensure effective and efficient running of the call centre.
• Perform any duties or assignment requested by management.

Competencies

• Customer oriented.
• Strong leadership skills.
• Excellent communication skills.
• Adept at using MS Office particularly Excel and Word.
• Planning & analyzing skills.
• Problem solving skills.
• Reporting skills.
• Ability to work well under pressure.

Language

• Arabic (required)
• Kurdish (required)
• English (required)

 

Number Of Positions
1
Experience
2-5 years of work experience in relevant field.
Education
Bachelor in Business Administration or in a relevant field.
Location
Erbil