Call Center Team Lead

KEY ACCOUNTABILITIES:

• Continuously monitor and update the accuracy and availability of all product and service knowledge available to the agents.
• Handle customer queries on an ongoing basis to keep self-updates on real customer concerns and modify knowledge base as needed.
• Assist agents in handling customer queries whenever required.
• Improve the quality of service by identifying gaps in product knowledge base and taking steps to build a better knowledge resource and understanding of the same amongst agents.
• Conduct frequent meetings with agents and team leads to gather their feedback regarding client policies, tools and product and make improvements to the knowledge resources as required.
• Deliver daily briefings to agents to ensure that all updates are cascaded.
• Deliver refresher sessions to cover gaps in product knowledge as and when the need arises, in consultation with the operations manager.
• Cascade updates regarding products & policies to agents in a periodic and effective manner.
• Act as the knowledge reference during quality calibration sessions and resolve knowledge disputes between quality monitoring coordinators and team leads.
• Send relevant reports to the call center heads, such as “consultant line report” and “case wellness report” which benefit in identifying issues with the call center heads knowledge base & tools.
• Participate in the creation of skill verifications for the agents.

EXPERIENCE:

• Minimum 2 years of Experience.

JOB SPECIFIC SKILLS:

• High usage skills of Microsoft office applications and tools.
• Understanding of company products, services, and policies.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.