TeamLeader Call Center

3 days ago

Washington, Washington, D.C., United States MidWaretech Full time


About Company (Work from home Position) Fresh Can also Apply

Empowering Digital Transformation through Social Media & IT Services

With over 20 years of experience in managing customer services across inbound and outbound segments, specifically in the Telecom and international sectors, I lead a dynamic company focused on providing innovative Social Media and IT solutions. Our goal is to help businesses thrive in the digital era by leveraging cutting-edge technologies and tailored strategies.

Position: Call Centre Team Leader/Supervisor

Call Centre Team Leaders work on managing a team of call centre superheroes to success. They will facilitate the delivery of excellent customer service and ensure that individuals on the team work together toward a common goal.

Team leaders will also maintain KPIs and company targets, motivate and coach their team and develop the team toward a better outcome.

Duties & Responsibilities:

  • Developing a team of highly professional and motivated Consultants
  • By personal example lead the adoption of the company vision and values
  • Effectively lead and manage people, processes and technology to facilitate the delivery of excellence in service, operational and productivity efficiencies, people performance and achievement of financial budgets, while ensuring the contact centre is a place where people want to work
  • Monitor and increase NPS scores within the direct team through utilisation and coaching
  • Proactively manage change and coach the team through a change management process
  • Foster effective relationships with other business units to ensure the success of business initiatives
  • Work closely with the team, motivating and coaching them
  • Hosting 1-2-1s and team meetings
  • Keeping up to date with business development and new product lines
  • Ensure training and development plans are maintained for all team members
  • Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
  • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
  • Work with the management team to identify and deliver positive change and business efficiencies

Skills & Qualifications:

  • 1-3 years experience as a call centre team leader (depending on industry and team size)

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