Team Leader – Call Center

Job summary:

The overall purpose of the role is to retain customers in order to maximize and protect the organization’s greatest asset the customers.

Key Duties and Responsibilities

• Meeting sales performance targets.
• Managing team’s data: Responsible for daily storage, distribution and usage of data.
• Documentation and reporting: Responsible for compilation of monthly team’s performance report.
• Responsible for achieving cluster target: Daily monitoring of outbound calls made, thorough follow ups.
• Recruitment and training: Assist in placement and continuous training of Telesales Agents on product knowledge.
• Implementation of company policies.
• Report on Customer’s needs and how they were handled: Ensure Customer satisfaction through feedback mechanism and escalation.
• Time management: Ensuring that time as a resource is well managed throughout the day.
• Ensuring discipline for the team.
• Monitoring Individual Agent performance: Ensuring that Agents meet individual daily, weekly and monthly targets.
• Preparing daily, weekly and monthly reports.
• Coaching Agents on Individual Performance.
• Ensuring excellent customer service.
• Listen and evaluate a pre-determined number of calls per Agent in a week for all Agents assigned while ensuring that quality standards are met.
• Analyze Quality Assurance performance trends and conduct pre-determined daily coaching sessions with each Agent while providing effective developmental feedback.
• Provide support to new Agents during the nesting period by scheduling coaching sessions.
• Assist with floor coverage to provide Agents with support on customer queries and handling escalated calls.
• Provide a Weekly Evaluation Report
• Any other duties as may be assigned from time to time.

Qualifications and experience:

• A bachelor’s degree in business administration or related field from a recognized institution.
• At least two years relevant work experience, one of which must be in a leadership position.
• Knowledge of office administration
• Knowledge of customer service principles
• Above average people skills/soft skills (includes listening skills, stress management)
• Analytical capabilities for report writing purposes
• Integrity and ability to both work in and lead a dynamic team
• Effective verbal and written communication skills.
• Good knowledge of company credit/lending policy
• Team player who can manage people efficiently in a changing environment.
• Good computer and database skills
• Ability to plan, multi-task and manage time effectively