Team Leader_English [ZR_AUNZ]

We are looking for a motivated and result-driven Call Centre Team Leader to oversee a team of customer service representatives. The ideal candidate will be responsible for ensuring the team meets performance targets, providing coaching and support, and maintaining a high standard of customer service. This role requires strong leadership skills, problem-solving abilities, and the ability to drive team performance in a fast-paced environment. 

Key Responsibilites:

• Supervise, coach, and mentor a team of call centre agents to achieve individual and team goals. 


• Monitor team performance, analyze key metrics, and provide feedback to improve efficiency and quality. 


• Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and knowledge. 


• Handle escalated customer issues and ensure timely resolution. 


• Ensure adherence to company policies, procedures, and customer service standards. 


• Drive team motivation through engagement initiatives, rewards, and recognition. 


• Collaborate with management to implement process improvements and optimize call centre operations. 


• Maintain accurate records of team performance, attendance, and progress. 

Key Requirements:

• Proven experience as a Team Leader/Supervisor in a call centre or customer service environment. 


• Strong leadership, coaching, and motivational skills. 


• Excellent communication, problem-solving, and conflict-resolution abilities. 


• Ability to analyze date and implement strategies to improve performance. 


• Proficiency in call centre software, reporting tools, and CRM systems. 


• Ability to handle a fast-paced environment and manage multiple priorities. 


• Flexibility to work in shifts, including weekends and holidays, if required.