Team Leader

Key Responsibilities:

Supervise, motivate, and lead a team of call center agents to meet performance goals.

Monitor daily operations, including call quality, productivity, and customer satisfaction.

Conduct regular training sessions and performance reviews to enhance team skills.

Handle escalated customer queries or complaints promptly and professionally.

Prepare and analyze performance reports and present insights to management.

Develop and implement process improvements to optimize call center efficiency.

Ensure adherence to company policies, procedures, and quality standards.

Assist with agent scheduling, attendance, and workforce management.

Coordinate with other departments to resolve operational issues and enhance service delivery.