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