Call Center Team Leader

Tagaddod is currently seeking a dynamic and experienced Call Center Team Leader to join our team. As a Call Center Team Leader, you will be responsible for managing and leading a team of call center agents to ensure high-quality customer service and achieve performance targets. You will play a crucial role in overseeing the day-to-day operations of the call center, coaching and developing team members, and implementing strategies to improve efficiency and customer satisfaction.

Responsibilities

• Manage and supervise a team of call center agents, including setting clear performance expectations, providing ongoing feedback, and conducting performance evaluations
• Monitor and evaluate team performance, identify areas for improvement, and implement measures to enhance productivity and customer satisfaction
• Handle escalated customer issues and provide timely resolutions
• Ensure adherence to call center policies, procedures, and scripts
• Develop and deliver training programs to enhance the knowledge and skills of team members
• Collaborate with other departments to address customer concerns and improve processes
• Generate reports on team performance, call metrics, and customer feedback

Requirements

• Minimum of 3 years of experience in a call center or customer service role, with at least 1 year in a leadership or supervisory position
• Proven track record of achieving and exceeding performance targets
• Strong leadership and coaching abilities
• Excellent communication and interpersonal skills
• Proficiency in call center software and tools
• Ability to analyze data and make data-driven decisions
• Flexibility to work shifts and handle a high-volume call center environment