The Call Center Team Leader is responsible for overseeing a team of customer service representatives (CSRs) to ensure efficient operations, excellent customer service, and achievement of performance goals. This role involves coaching, monitoring, and motivating team members to deliver high-quality results while meeting call center metrics and standards.
Key Responsibilities:
Team Management:
- Supervise daily activities of CSRs, ensuring adherence to schedules and compliance with company policies.
- Monitor team performance against key performance indicators (KPIs) such as service level, call handling time, and customer satisfaction.
- Conduct daily briefings to communicate updates, goals, and motivational messages.
Coaching and Development:
- Provide regular feedback, coaching, and training to team members to improve skills and performance.
- Identify training needs and recommend development programs for underperforming team members.
- Conduct performance evaluations and recommend corrective actions when necessary.
Operational Excellence:
- Monitor call queues and adjust staffing in real-time to ensure efficient workload distribution.
- Handle escalated customer issues and resolve them promptly.
- Collaborate with the Workforce Management team to optimize scheduling and ensure adequate staffing levels.
Reporting and Analysis:
- Prepare and submit daily, weekly, and monthly reports on team performance and operational metrics.
- Analyze team data to identify trends and implement action plans to improve overall performance.
Customer Experience:
- Ensure that all customer interactions are handled professionally and align with company standards.
- Promote a culture of continuous improvement in customer service delivery.
Qualifications:
- Education:
- Bachelor’s degree in business, communications, or a related field (or equivalent experience).
- Experience:
- 2-3 years of experience in a call center environment, including at least 1 year in a leadership or supervisory role.
- Skills:
- Strong leadership and team management abilities.
- Excellent verbal and written communication skills.
- Proficiency in call center tools and software (e.g., CRM systems, workforce management tools).
- Analytical skills to assess performance metrics and identify areas for improvement.
Preferred Qualifications:
- Experience in handling escalations or specialized customer service cases.
- Certification in customer service or leadership training programs.
- Familiarity with performance improvement strategies like coaching frameworks (e.g., GROW Model).