Team Leader - Call Centre

SUMMARY:
Call Centre Team Leader

POSITION INFO:

ENVIRONMENT:

A Health & Wellness firm is on the lookout for enthusiastic and driven Call Center Team Leaders to join their team. If you’re passionate about delivering outstanding customer sales experience we would love to hear from you. 

DUTIES:

• Team Leadership: Lead, motivate, and mentor a team of InBound sales agents to achieve performance targets and exceed customer expectations.
• Performance Management: Monitor team performance through KPIs and quality metrics, providing regular feedback and coaching to improve individual and team results.
• Training and Development: Conduct training sessions for new and existing team members, ensuring they are well-equipped to handle customer inquiries effectively and professionally.
• Workflow Management: Efficiently manage call center workflow, ensuring smooth operations and adherence to schedules.
• Customer Escalations: Handle escalated customer inquiries or complaints with professionalism and a focus on resolution.
• Reporting: Generate and analyse performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction.
• Communication: Foster open communication within the team and act as a liaison between the team and senior management, conveying feedback, challenges, and opportunities.
• Adherence to Policies: Ensure team members comply with company policies, procedures, and compliance requirements.

REQUIREMENTS:

• Call Centre Team Leader Experience

ATTRIBUTES:

• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure and meet performance targets.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.