Position Overview:
The Contact Center Team Lead will oversee and assist contact centre employees in the performance of their job duties such as responding to customer inquiries, resolving issues or complaints, daily data reporting, training & managing teams schedule adherence
Primary Responsibilities:
- End-to-end management of a team of assigned interpreters to ensure they comply with their SLA's along with achieving their own
- Trains new employees based on the Interpreter training modules as assigned by the Client to ensure their success.
- Reporting & organizing of daily tasks such as data management and interpreter schedule adherence management
- Conducts performance evaluation through timely call audits that are constructive and progressive
- Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals.
- Conduct regular team meetings and refresher training sessions
- Collects data and prepares reports on customer complaints, inquiries and other daily tasks
- Identifies opportunities to update or improve policies & procedures and makes recommendations to the Senior Management
- Performs other related duties as assigned.
Qualifications:
- Bachelor's degree or equivalent experience.
- Proven experience in a team leadership or supervisory role within a BPO or call centre environment.
- Strong customer service and conflict resolution skills.
- Excellent communication and interpersonal abilities.
- Ability to manage and motivate a team.
- Proficiency in using CRM software and other call centre tools.
· This is a Work from Office role
· Highest Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook) is a requirement.
Work Experience:
At least 2 years of relevant contact centre experience as Team Leader
Skills:
- Leadership & Team Management
- Customer Service & Conflict Resolution
- Performance Monitoring, Training and Development
- CRM Software & Data Analysis
- Strong Communication & mentoring skills
- Demonstrated analytical/problem-solving skills/multi-tasking skills & interpersonal skills
- Highly organized with attention to detail
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour