About the Team Leader Position

We are looking for a capable Team Leader to organize and direct the staff of our call center. You'll be responsible for assessing their work and giving them the kind of feedback that maximizes their performance.

Our call center Team Leader must have sales and supervisory experience. The ideal candidate will have great communication skills, plus be able to lead and motivate a team.

You'll be organized, reliable, and results-oriented.

Your goal will be consistent, excellent performance from your team to support our company's drive toward sustainable business growth.

Team Leader Responsibilities

Help us create targets for individuals and teams

Train new employees

Answer questions from staff and provide guidance and feedback

Anticipate escalation and take over calls when needed

Devise ways to optimize procedures and keep staff motivated

Measure team performance with key metrics such as call abandonment, calls waiting, etc.

Ensure adherence to policies for attendance, established procedures, etc.

Keep management well informed about issues and problems

Prepare monthly / annual results and performance reports

Team Leader Requirements

Proven experience as a call center Team Leader or similar supervisory position

Experience in sales or customer service is essential

Proficient in English; Good knowledge of additional languages will be a definite plus

Tech-savvy with knowledge of telephone equipment and relevant computer programs

Knowledge of performance evaluation procedures

Outstanding communication and negotiation abilities

A results-oriented approach

Excellent organizational and leadership skills

Ability to work under pressure