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Inbound Team Leader

JOB_REQUIREMENTS

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  • Lead a team of inbound agents within the customer relationship center to respond to clients’ inquiries within established guidelines and quality standards.
  • Develop – with the Service Manager – the weekly schedule for the inbound team to safely meet the traffic of incoming calls within the center.
  • Coordinate the daily scheduling of agents and effectively manage any deviations to the weekly schedule.
  • Supervise the day-to-day operations of the inbound team and provide any guidance and support when required.
  • Monitor the adherence of the inbound team to the agreed key performance indicators, service level agreements and quality standards.
  • Respond to and manage escalated calls, hard calls as well as regular calls during high traffic periods.
  • Supervise and ensure adherence of the inbound team to the floor rules and established procedures.
  • Monitor samples of the inbound team’s call and provide guidance when required.
  • Contribute to the performance evaluation and propose development initiatives to support the achievement of a competent team.

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