Call Center Team Leader

1. Managing a team of call center agents, including recruiting, training, and performance management.
2. Setting performance targets and KPIs for the team and individuals.
3. Monitoring agents’ performance to ensure quality service and adherence to company processes and procedures.
4. Providing ongoing coaching and development to improve agents’ skills and knowledge.
5. Conducting regular team meetings to provide updates, gather feedback, and address any concerns or issues.
6. Handling escalated customer complaints or difficult situations, ensuring timely and effective resolution.
7. Collaborating with other departments, such as training and quality assurance, to improve overall call center operations and processes.
8. Analyzing call center data and reporting on team performance, identifying areas for improvement and implementing strategies accordingly.
9. Keeping up-to-date with industry trends and best practices, and continuously improving own knowledge and skills.
10. Leading by example and creating a positive and engaging work environment for team members.