Call Centre Team Leader
Core
Lead and develop a team of call centre agents to deliver customer service, meet operational targets, and ensure compliance with SLAs.
Role type
Call Centre Team Leader
Builds
Customer service interactions and operational performance
Domain
Customer Support / Contact Center
Deliverable
client delivery
Required skills
Team leadership, performance coaching, KPI tracking, call quality monitoring, change management, reporting, MS Office proficiency
Preferred skills
Experience with call centre metrics and systems, resilience under pressure
Responsibilities
Manage daily call centre operations, coach agents to achieve KPIs, prepare performance reports, review calls for quality, maintain team morale
Seniority
Mid-level, hands-on IC
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