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As a point of escalation, you will handle complex customer inquiries, complaints, and issues, ensuring they are resolved efficiently and to the satisfaction of customers.
Monitor call center operations and analyze data to offer constructive feedback and improve agent performance and team efficiency.
Organize regular team meetings and training workshops to address skill development needs and ensure compliance with updated policies and procedures.
Facilitate team meetings and training sessions to enhance skills and knowledge, ensuring the team remains up-to-date with the latest protocols and guidelines.
Resolve escalated customer concerns and complaints in a timely manner, striving to exceed expectations and retain customer loyalty.
Lead team huddles and training sessions to promote continuous learning and equip the team with the necessary tools for success.
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