Contact Centre Team Leader and Trainer

A dual-role professional responsible for managing and motivating a team of agents while also developing and delivering training programs to ensure high-quality customer service and performance. 

Key Responsibilities

• Lead, motivate, and coach a team of contact centre agents to achieve key performance indicators (KPIs) and quality standards.
• Manage and resolve escalated customer complaints and feedback, performing service recovery when necessary.
• Conduct regular one-on-one meetings and team huddles, providing constructive feedback and performance evaluations.
• Foster a positive and collaborative team environment, driving team spirit and alignment with company values.
• Plan and conduct product and refresher training, as well as other assigned training, while continuously updating and maintaining training materials to ensure accuracy and relevance.
• Assess agents on their current skill levels, identify knowledge gaps, and create targeted coaching plans to improve performance.
• Monitor and report on training outcomes and employee performance, providing feedback to management.
• Perform quality audits on customer interactions(calls, emails, chats) to ensure compliance with quality standards and brand guidelines.
• Support management in highlighting operational issues and areas for continuous improvement.
• Stay updated on industry changes, business developments, and new technologies, relaying this knowledge back to the team and training materials.
• Provide administrative support within the contact centre operations as needed.
• Any other tasks / deliverables as assigned or expected of. 

Requirements

Qualification: Minimum diploma and/or degree in any field
Experience: Minimum of 2-3 years of experience in a contact centre environment, with prior experience in a supervisory/team leader role and training/coaching.

Skillsets and Other Competencies:

• Good leadership, interpersonal, and communication skills (verbal and written).
• Able to teach and guide effectively.
• Proficient in mainstream contact centre software and application.
• Strong analytical skills with the ability to use data to drive performance improvements.
• Strong customer-centric EQ, empathy, and resilience to manage high-pressure situations
• Highly motivated in adapting to new challenges
• Takes ownership of their professional development rather than waiting for instructions
• Able to identify their own learning needs and find the resources to do so
• Committed to own continuous growth
• Communicate clearly to stakeholders