Call Center Team Leader

Our Client a Community was established in 2014 with the idea of providing effective way of learning English.  
 

Job Description:
 

• Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the client approach
• Monitor inbound & Outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels.
• Supports, motivates, evaluates, develops, and coaches the call center agents to meet and exceed individual/team targets.
• Perform mystery calls, emails, and chats to ensure accurate and consistent information delivery to the customers.
• Handle all escalations cases on systems and provide solutions.
• Maintain monthly operation reports reflecting all indication figures across all sections and presents them to management.
• Responsible for the team's professional development and ensuring it is aligned with the organizational career progression and succession plans.
• Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives

Job Requirements:

 

• 4+ years of related working experience and +2 years in a similar role in a leadership position in any service industry, preferably in the same industry; experience with low-cost products is a plus.
• Proven record in achieving sales and meeting targets.
• Effective persuasive, negotiation, and problem-solving skills.
• Capable of identifying problems and immediately reacting to situations of different natures such as angry customers, complaints, and special requests.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Strong communication skills, both written and verbal (English B2)
• Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to mentor, coach, and provide direction to a team of employees
• Willingness to work a flexible schedule