Inbound Team Leader

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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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