Team Leader

Duties and responsibilities

● To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.

● Delivery of team sales, service level components, quality and productivity targets & indicators.

● People Management, including all HR related issues, as well as staff development.

● Operational Management: Managing the floor, adherence to schedule.

● Ownership and problem resolution.

● Call monitoring, coaching and feedback, responsibility for delivery of the defined

customer experience in every call.

● Responsible for Training and development of staff.

● Recommendations for product and process development based on customer feedback and analysis of the same.

● Conducting performance appraisal for the team.

● Compiling reports on team’s performance and customer feedback.

Qualifications and Key Competencies

● At least 2 years’ experience in similar capacity is required for this position

● Experience on phone, email and live chat support preferred but not required

● Experience in Technical Support is preferred

● Has strong verbal and written communication and comprehension skills

● Good problem solving and critical thinking skills with focus on issue

resolution and customer satisfaction

● Resourceful, able to multitask and has high attention to details