Day Time Team Leader

Job Description

Ameritel BPO, a leader in the outsourcing and offshoring industry, is currently seeking a Day Time Team Leader to join their dynamic team. The ideal candidate will be responsible for overseeing and managing a team of agents during daytime work hours. This position is critical to the organization as it ensures that daily operations are running smoothly and that the team is meeting their performance targets.

Responsibilities

• Supervise a team of agents to ensure excellent customer service delivery
• Develop and implement strategies to achieve agreed-upon targets and goals
• Coach and mentor agents to improve their skills and knowledge
• Monitor and evaluate agents' performance and provide feedback to enhance their productivity and effectiveness
• Plan and ensure proper utilization of resources to optimize performance and efficiency
• Communicate with clients and stakeholders to provide regular updates on team performance and progress
• Collaborate with other team leaders to develop and implement best practices to improve overall company performance

Requirements

• Excellent oral and written communication skills
• Strong problem-solving and analytical skills
• Ability to work in a high-pressure environment and manage multiple priorities
• Good knowledge of call center metrics and KPIs
• Proficient in MS Office applications, including Word, Excel and PowerPoint.