Contact Center Team Leader

As a Contact Center Team Leader, you will be responsible for managing a team of Contact Center Representatives, ensuring that they meet and exceed customer service standards. Your role will involve monitoring and coaching team members, managing their workload, and ensuring that all operational and quality KPIs are achieved.

Responsibilities:

• Manage a team of Contact Center Representatives and ensure that all KPIs are achieved
• Provide guidance and support to team members and assist them with handling complex customer issues
• Monitor team performance against established KPIs, provide coaching and feedback, and identify opportunities for improvement
• Manage team scheduling and ensure adequate staffing levels
• Develop and implement contact center processes and procedures to enhance efficiency and customer service
• Prepare and present reports on team performance, call statistics, and customer feedback
• Participate in recruitment, selection, and training of new team members
• Ensure compliance with company policies, procedures, and standards
• Respond to escalated customer complaints and ensure prompt resolution
• Maintain high levels of customer satisfaction and ensure that all customer queries and complaints are resolved quickly and efficiently

Qualifications:

• Bachelor’s degree in Business, or related field
• Minimum of 3 years of experience in a contact center environment
• Demonstrated leadership skills and ability to manage a team effectively
• Excellent communication skills, both written and verbal
• Strong problem-solving and decision-making skills
• Ability to work well under pressure and in a fast-paced environment
• Strong customer service orientation
• Knowledge of call center technology and processes
• Experience with workforce management and performance metrics is a plus