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You will be tasked with monitoring call center operations, analyzing data, and providing feedback to agents to improve their performance and enhance overall team productivity.
Conduct regular team meetings and training sessions to address skill gaps and keep the team well-informed about new policies and procedures.
Cultivate a positive team culture that fosters collaboration, teamwork, and a shared commitment to excellence.
Manage complex customer issues and escalations, utilizing problem-solving skills to achieve favorable outcomes for all parties involved.
Host frequent team gatherings and training workshops to bridge skill gaps and keep the team informed about any policy changes or process updates.
Provide leadership and direction to a team of customer service agents, ensuring they consistently meet their performance benchmarks and deliver outstanding service.
Arrange team gatherings and skill-building workshops to foster a learning culture and maintain awareness of evolving protocols and practices.

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Source : www.bayt.com

Call Center Team Leader