Call Centre Team Lead

Role Overview

The Team Lead will play a crucial role in supporting the Call Centre Manager and overseeing day-to-day operations to ensure the delivery of exceptional customer service. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for driving team performance and development.

Team Supervision:

• Supervise a team of call centre agents, providing guidance, support, and coaching to ensure high performance, productivity, and adherence to policies and procedures.

Workflow Management:

• Assist in managing daily workflow and resource allocation, including call routing, scheduling, and task assignments to meet service level agreements (SLAs) and performance targets.

Quality Assurance:

• Monitor and evaluate customer interactions to ensure quality standards are met, providing feedback and coaching to team members to drive continuous improvement and excellence in service delivery.

Performance Management:

• Track and analyze team performance metrics, identifying areas for improvement and implementing strategies to optimize productivity, efficiency, and customer satisfaction.

Training and Development:

• Assist in training new team members on call centre procedures, product knowledge, and customer service skills, and provide ongoing training and development opportunities to enhance team performance and capabilities.

Customer Service Excellence:

• Lead by example in delivering outstanding customer service, handling escalated inquiries and complaints with professionalism and empathy to ensure customer satisfaction and loyalty.

Communication and Collaboration:

• Serve as a liaison between team members, management, and other departments, communicating effectively to ensure alignment on goals, priorities, and initiatives.

Problem Resolution:

• Proactively identify and address issues and challenges affecting team performance and morale, collaborating with management to implement solutions and drive continuous improvement.

Adherence to Policies and Procedures:

• Ensure team members adhere to company policies, procedures, and compliance requirements, maintaining confidentiality and data security at all times.

Continuous Improvement:

• Actively participate in team meetings, performance reviews, and process improvement initiatives, contributing ideas and feedback to enhance workflows, systems, and procedures.

Requirement: 

• High school diploma or equivalent; bachelor's degree in a related field (preferred).
• Previous experience in a call centre or customer service environment, with demonstrated leadership experience or potential.
• Strong interpersonal and communication skills, with the ability to effectively motivate, coach, and develop team members.
• Excellent problem-solving and decision-making skills, with the ability to handle difficult situations and make sound judgments under pressure.
• Proficiency in call centre technology and software applications, including CRM systems and call routing software.
• Ability to multitask and prioritize tasks in a fast-paced environment, while maintaining attention to detail and accuracy.