Team Lead, Call Center

Responsibilities:

• Oversees and directs the day-to-day activities of call center agents both part of quality and quantity.
• Monitoring random calls to improve quality, minimize errors and track call center staff performance.
• Supervises and provides solution to call center agent in resolving customer feedback and complaint within turnaround time.
• Executes customer instructions of both financial/non-financial transaction.
• Coordinates with MIS to identify problem area, provide solution/suggestion to management and prepare team performance or assignment report.
• Monitors queue and keeps agents aware of inbound calls, call waiting, abandonment rate and floor plan management as role and responsibilities of Shift Supervisor
• Escalates any appropriate problems to Call Center management

Requirements

• Experience of 1 year or more in contact center/call center for English skill.
• Overall work experience of 1 – 4 years in contact center industry preferred
• Prior experience in financial services chat centers preferred
• Willing to work in shifts
• Team management skills
• Motivating abilities Skills
• Problem Analysis and Problem-Solving Skills
• Multitasking skills
• Stress Management
• Good command of English communication (writing & speaking)