Team Leader, Call Center (Outsource)

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Job Purpose:

The Call Center Team Leader is responsible for overseeing daily operations, managing a team of call center agents, ensuring excellent customer service, and optimizing lead conversion. This role also involves handling escalations, ensuring compliance, and collaborating with other departments to enhance overall service quality.

• Answer inbound and make outbound calls to handle customer inquiries and follow-ups.
• Manage and track leads from initial contact to conversion.
• Ensure proper team attendance, scheduling, and shift coverage.
• Handle high-priority Presidential Court requests with urgency and efficiency.
• Manage compliance-related emails and ensure regulatory adherence.
• Communicate with new and existing EDB360 customers via calls and emails.
• Address and resolve customer complaints while identifying trends for improvement.
• Conduct training sessions to enhance agent skills and product knowledge.
• Provide daily team calls report, survey report, and Avaya login report.
• Attend daily meetings with IT, business, and operations teams.
• Generate and analyze monthly reports on performance, T24, and Newgen tasks.
• Collaborate with call center agents and other departments to address operational needs.
• Perform additional tasks as assigned by management.
• Troubleshoot operational challenges and provide strategic solutions for business growth.
• Conduct training sessions and workshops through EDB's Business Lab to empower clients.

Leadership Responsibilities:

• Supervise, coach, and support call center agents in achieving performance targets.
• Ensure adherence to call center protocols, quality standards, and service level agreements.
• Develop and implement strategies to improve customer experience and team productivity.

Strategic Responsibilities:

• Analyze performance metrics and identify areas for operational improvement.
• Develop process enhancements to improve efficiency and service quality.
• Align call center operations with overall business goals and customer engagement strategies.

Operational Responsibilities:

• Manage and Track Leads: Oversee the entire lead management process, ensuring timely follow-ups and conversion into opportunities.
• Supervise Call Center Operations & Team Performance: Monitor daily operations, ensure proper agent scheduling, and handle escalations to maintain service quality.
• Provide Reports & Insights: Generate and analyze daily, weekly, and monthly reports on team performance, call metrics, and customer feedback to drive improvements.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Customer Service

Industries

• Banking

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