Job Title: Call Center Team Leader
Department: Call Center
Reports to: Call Center Manager
Objective of the position: Ensure that all Call-center functions are adequately carried out effectively, putting into cognizance clients’ satisfaction and increased stake-holders value.
Duties and Responsibilities
Department: Call Center
Reports to: Call Center Manager
Objective of the position: Ensure that all Call-center functions are adequately carried out effectively, putting into cognizance clients’ satisfaction and increased stake-holders value.
Duties and Responsibilities
- Execute the
work schedule and ensure team members adhere to it.
- Implement
policies and procedure
- Staff record
management in call center.
- Coaching,
training and motivating staff.
- Monitoring
random calls to improve quality minimize errors and track operative
performance.
- Assist the Call
Center Manager with performance evaluation.
- Investigate and
resolve customers’ issues escalated by team members.
- Ensure all call
center team members are living the organizational brand by operating in an
environment that is customer service driven and team work oriented.
- Prepare and
ensure that reports are submitted in a timely manner.
- Ensure that
staff adhere strictly to floor rules reporting time and working hours
- Any other job
that may be assigned to him/her by the Call Center Manager.
Qualifications / Skills /
Competencies
- A university
degree or equivalent with experience in related industry.
- Minimum 2 years
of experience in a busy call center.
- Integrity and
diligent
- Should be good
at communication, and Influencing.
- Able to employ
analytical and problem solving skills.
- Must have
excellent time management skills
- Must be good at
coaching and mentoring other staff.
- Must be
efficient proficient at using the MS Office suite and a fast leaner of new
software.
- Must possess a
high capability of telephone etiquette.
- Must be good at
team work.
Only the shortlisted candidates will be contacted.