Team Leader Call Centre

Job description

Roles & Responsibilities:

• Manage a team of call center agents.


• Be available to affect the entirety of the team’s operations


• Take calls that your agents can’t handle and be available when an agent appears to need assistance


• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.


• Motivate and encourage agents through positive communication and feedback


• Meet at least once each week with your team. At a minimum, review the following topics


• Review the past week’s events, results, etc.


• Present commendations and awards.


• Spend 20 to 30 minutes reviewing the agent’s performance with the agent. Use a formal monitoring checklist.


• Truly understand what your call center agents are facing.


• Administer training programs for new hires and existing staff


• Develop training documents that support call center operations.

Skills:-

• Excellent communication skills in English, Hindi, Gujarati.


• A strong customer focus and a good telephone manner;


• Familiar with M.S. Office ( Word, Excel)