We are currently seeking a highly motivated and experienced individual to join our team as a Call Center Team Leader. In this role, you will be responsible for overseeing and managing a team of call center representatives, ensuring excellent customer service and efficient call handling. You will play a pivotal role in coaching and training team members, promoting a positive work environment, and driving the success of our call center operations.

Responsibilities

Supervise a team of call center representatives, providing guidance and support to ensure optimal performance and customer satisfaction.

Monitor call center metrics, such as call volume, average handle time, and first call resolution, and take appropriate actions to meet or exceed established goals.

Develop and implement strategies to improve call center efficiency and productivity, including process improvements, technology enhancements, and performance management.

Conduct regular performance evaluations and provide constructive feedback and coaching to team members to facilitate their professional growth and enhance their skills.

Foster a positive work environment by promoting open communication, teamwork, and collaboration among team members.

Handle escalated calls and customer complaints in a professional and timely manner, ensuring prompt resolution and customer satisfaction.

Coordinate with other departments to ensure smooth operations and seamless customer experiences.