Senior Call Center Team Lead
2 months ago
Job Title: Senior Call Center Team Lead
Job Summary: We are seeking a highly motivated and experienced Senior Call Center Team Lead to join our team at Recruitment Dynamix (Pty) Ltd. As a Senior Call Center Team Lead, you will be responsible for leading a team of Inbound sales agents to achieve performance targets and exceed customer expectations.
Key Responsibilities:
- Lead, motivate, and mentor a team of Inbound sales agents to achieve performance targets and exceed customer expectations.
- Monitor team performance through KPIs and quality metrics, providing regular feedback and coaching to improve individual and team results.
- Conduct training sessions for new and existing team members, ensuring they are well-equipped to handle customer inquiries effectively and professionally.
- Efficiently manage call center workflow, ensuring smooth operations and adherence to schedules.
- Handle escalated customer inquiries or complaints with professionalism and a focus on resolution.
- Generate and analyze performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction.
- Foster open communication within the team and act as a liaison between the team and senior management, conveying feedback, challenges, and opportunities.
- Ensure team members comply with company policies, procedures, and compliance requirements.
Requirements:
- Call Centre Team Leader Experience
Attributes:
- Strong leadership and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Ability to work under pressure and meet performance targets.
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