Posted Mar 15, 2024 262 views
As a Team Lead in our call center operations, you will be responsible for overseeing a team of customer service representatives, ensuring that performance targets are met, and maintaining a high level of customer satisfaction. You will serve as a point of contact for team members, providing guidance, support, and coaching to help them succeed in their roles. Additionally, you will assist in resolving escalated customer issues and contribute to the continuous improvement of our processes and procedures.
Key Responsibilities:
- Team Supervision: Provide day-to-day supervision and support to a team of customer service representatives, including coaching, training, and performance management.
- Performance Management: Monitor and evaluate team performance against key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction scores, taking action as needed to address any gaps.
- Quality Assurance: Conduct regular evaluations of calls and provide constructive feedback to team members to ensure adherence to company standards and policies.
- Escalation Handling: Address escalated customer issues in a timely and professional manner, demonstrating empathy and problem-solving skills to resolve issues to the satisfaction of the customer and the company.
- Training and Development: Assist in the onboarding and training of new team members, as well as ongoing skill development and cross-training initiatives for existing team members.
- Process Improvement: Collaborate with management and team members to identify opportunities for process improvement and contribute to the implementation of solutions to enhance operational efficiency.
- Reporting: Generate reports on team performance metrics and present findings to management, providing insights and recommendations for improvement.
- Team Motivation: Foster a positive and collaborative work environment that encourages teamwork, innovation, and professional growth among team members.
- Compliance: Ensure team compliance with all relevant regulations and company policies, including data protection and privacy standards.
- Team Supervision: Provide leadership and guidance to a team of customer service representatives, including training, coaching, and performance management.
- Performance Management: Monitor key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction scores to ensure targets are met or exceeded.
- Quality Assurance: Conduct regular evaluations of calls and provide feedback to representatives to ensure adherence to company policies and standards.
- Escalation Handling: Address escalated customer issues in a timely and professional manner, resolving issues to the satisfaction of the customer and the company.
- Process Improvement: Collaborate with the Call Center Manager to identify areas for process improvement and implement solutions to enhance operational efficiency.
- Reporting: Generate reports on call center performance metrics and present findings to management, offering insights and recommendations for improvement.
- Training and Development: Assist in the development and delivery of training programs for new hires and ongoing skill enhancement for existing team members.
- Team Motivation: Foster a positive and inclusive work environment that encourages teamwork, creativity, and professional growth.
- Compliance: Ensure compliance with all relevant regulations and company policies, including data protection and privacy standards.
Job Details
Smart Brains Technologies (Pvt) Ltd
BPO Company, Offering Call center Services.
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