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Title

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Call Center Team Leader

Description

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We are looking for an experienced and enthusiastic Call Center Team Leader to oversee and manage the operations of our customer service team. The person in this role will supervise the daily activities of call center agents, provide training, and assist in improving performance. Additionally, they will play a key role in ensuring customer satisfaction and maintaining company standards. To succeed in this role, the candidate must possess strong leadership qualities, excellent communication skills, and problem-solving abilities. Prior experience in a call center environment is essential, especially in a supervisory or team management capacity. The candidate should be willing to work in shifts and be capable of working under pressure. As a team leader, you will be responsible for monitoring agent performance, preparing performance reports, and reporting to management. You will also be involved in training new hires and supporting the development of existing staff. Our call center is a dynamic environment where quick decision-making and effective coordination are crucial. If you are a motivational leader and passionate about delivering excellent customer service, this position is ideal for you.

Responsibilities

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  • Supervise daily activities of call center agents
  • Evaluate performance and prepare reports
  • Train new employees
  • Assist in resolving customer complaints and issues
  • Maintain team morale and productivity
  • Communicate regularly with management
  • Implement strategies to improve service quality
  • Plan shifts and schedules
  • Ensure effective coordination among team members
  • Take initiatives to enhance customer satisfaction

Requirements

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  • Bachelor’s degree or equivalent qualification
  • Minimum 2 years of call center experience
  • Experience in team management
  • Excellent verbal and written communication skills
  • Strong problem-solving abilities
  • Ability to work under pressure
  • Proficiency in MS Office and call center software
  • Knowledge of customer service principles
  • Leadership and motivational skills
  • Willingness to work in shifts

Potential interview questions

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  • Describe your experience in team management.
  • How do you motivate your team members?
  • How do you handle pressure at work?
  • How do you deal with customer complaints?
  • What is your experience with call center software?
  • How do you evaluate performance?
  • How do you train new employees?
  • How do you maintain coordination within the team?
  • What is your leadership style?
  • How do you ensure customer satisfaction?