We are seeking an experienced Team Leader to supervise and manage call center operations. At least one Team Leader will be assigned per shift to ensure continuous operational coverage, service quality, and team performance. The ideal candidate will have strong leadership skills, a customer-focused mindset, and experience managing call center teams in a fast-paced environment.
Key Responsibilities
- Lead, supervise, and support a team of call center agents during assigned shifts.
- Ensure smooth day-to-day call center operations.
- Monitor call handling, service levels, and performance metrics (KPIs, SLAs).
- Provide coaching, feedback, and on-the-job training to improve agent performance.
- Handle escalated customer issues and ensure timely resolution.
- Ensure compliance with company policies, procedures, and quality standards.
- Prepare shift reports, performance summaries, and attendance records.
- Coordinate with management and other shifts to ensure service continuity.
- Support workforce scheduling and adherence to shift rosters.
- Promote a positive work environment and maintain team morale.
Qualifications & Experience
- Minimum Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 2 years of experience as a Team Leader or Supervisor in a call center environment.
- Strong leadership, communication, and people-management skills.
- Ability to monitor performance metrics and drive continuous improvement.
- Proficiency in call center systems, CRM tools, and MS Office applications.
- Ability to work flexible shifts, including nights, weekends, and holidays.
