Team Leader voice process

Overview:

Key Responsibilities:

• Supervise and motivate a team of call center agents to achieve performance targets
• Provide coaching training and development to team members
• Monitor and evaluate team performance providing feedback and making recommendations for improvement
• Handle escalated customer inquiries and resolve issues promptly
• Develop and implement strategies to enhance team productivity and service quality
• Ensure compliance with company policies and procedures
• Conduct regular team meetings to communicate goals performance metrics and updates
• Collaborate with other departments to streamline processes and improve overall customer experience
• Prepare and analyze reports on team performance and metrics
• Stay updated with industry trends and best practices in customer service management

Required Qualifications:

• Any Graduate
• Proven experience in a call center or customer service environment
• Demonstrated leadership and team management skills
• Strong understanding of call center operations and technologies
• Excellent communication and interpersonal abilities
• Ability to handle and resolve customer complaints effectively
• Proficient in using call center software and tools
• Ability to analyze data and create actionable insights
• Good decisionmaking and problemsolving skills
• Ability to work under pressure and meet deadlines
• Certification in customer service management is a plus
• Knowledge of relevant legal and regulatory requirements
• Flexibility to work in shifts and weekends as per business requirements
• Proven track record of achieving performance targets
• Ability to inspire and motivate a team towards success

leadership,communication,team management,customer service,customer service management,skills