Call Center Team Leader

Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met.

• Monitor call queues, handle escalated issues, and step in to support agents when necessary.
• Conduct regular performance evaluations and coach team members for continuous improvement.
• Analyze call center metrics to identify trends and implement process enhancements.

Lead daily team briefings and encourage open dialogue for feedback and idea sharing.

• Foster a positive, team-oriented culture focused on accountability and growth.

Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution.

• Develop and execute action plans to improve underperforming metrics.
• Maintain accurate documentation of team activities, call outcomes, and training records.
• Provide strategic input on improving customer engagement and operational efficiency.