Job Description
Tagaddod is currently seeking a dynamic and experienced Call Center Team Leader to join our team. As a Call Center Team Leader, you will be responsible for managing and leading a team of call center agents to ensure high-quality customer service and achieve performance targets. You will play a crucial role in overseeing the day-to-day operations of the call center, coaching and developing team members, and implementing strategies to improve efficiency and customer satisfaction.
Responsibilities
- Manage and supervise a team of call center agents, including setting clear performance expectations, providing ongoing feedback, and conducting performance evaluations
- Monitor and evaluate team performance, identify areas for improvement, and implement measures to enhance productivity and customer satisfaction
- Handle escalated customer issues and provide timely resolutions
- Ensure adherence to call center policies, procedures, and scripts
- Develop and deliver training programs to enhance the knowledge and skills of team members
- Collaborate with other departments to address customer concerns and improve processes
- Generate reports on team performance, call metrics, and customer feedback
