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Title
Text copied to clipboard!Team Leader in a Call Center
Description
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We are looking for a highly motivated and experienced Team Leader in a Call Center to oversee and guide a team of customer service representatives. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for delivering outstanding customer service. As a Team Leader, you will be responsible for ensuring that your team meets performance targets, adheres to company policies, and maintains a high level of customer satisfaction.
Your primary duties will include monitoring daily operations, providing coaching and feedback to team members, handling escalated customer issues, and reporting on team performance to upper management. You will also play a key role in training new hires, implementing process improvements, and fostering a positive and productive work environment.
To succeed in this role, you should have previous experience in a call center environment, preferably in a supervisory or leadership position. You must be able to multitask, stay organized, and remain calm under pressure. A strong understanding of call center metrics and KPIs is essential, as is the ability to analyze data and make informed decisions.
This is a full-time position that may require working evenings, weekends, or holidays, depending on the needs of the business. We offer a competitive salary, performance-based bonuses, and opportunities for career advancement within the company.
If you are a proactive leader with a commitment to excellence and a desire to make a difference, we encourage you to apply for this exciting opportunity.
Responsibilities
Text copied to clipboard!- Supervise and support a team of call center agents
- Monitor daily operations and ensure service level targets are met
- Provide coaching, feedback, and performance evaluations
- Handle escalated customer complaints and resolve issues
- Train new team members and support ongoing development
- Analyze performance metrics and prepare reports for management
- Implement process improvements to enhance efficiency
- Ensure compliance with company policies and procedures
- Foster a positive and collaborative team environment
- Coordinate with other departments to resolve customer issues
Requirements
Text copied to clipboard!- Proven experience in a call center or customer service role
- Previous leadership or supervisory experience preferred
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to work under pressure and manage multiple tasks
- Familiarity with call center software and CRM systems
- Understanding of key performance indicators (KPIs)
- High school diploma or equivalent; college degree a plus
- Flexibility to work various shifts, including weekends
- Strong organizational and time management skills
Potential interview questions
Text copied to clipboard!- Do you have previous experience leading a call center team?
- How do you handle underperforming team members?
- Can you describe a time you resolved a difficult customer issue?
- What strategies do you use to motivate your team?
- Are you comfortable working flexible hours, including weekends?
- How do you ensure your team meets performance targets?
- What call center software are you familiar with?
- How do you handle high-pressure situations?
- What is your approach to training new employees?
- How do you stay updated on industry best practices?
