Contact Center Team Leader

As Contact Center Team Leader you will deal with developing objectives for the call center's day-to-day activities and conducting effective resource planning to maximize the productivity of resources.

  • Be in charge of running and managing the call center daily
  • Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
  • Set targets, prepare forecasts and budgets for the call center
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center
  • Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

  • Expertise: 3+ years experience as Contact Center Team Leader
  • Fluent in english
  • Leadership: call center team leaders are in charge of other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
  • Motivation: people work harder when they receive the right amount of motivation so call center team leaders would be expected to know how to devise effective motivational techniques to improve the performance of their team mates
  • Coaching and Mentoring: call center team leaders are also expected to be great tutors and excellent mentors to their team members
  • Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves
  • Goal Setting and Achievement: the team leader would also be in charge of setting goals for others to achieve and therefore, he must be an achiever too
  • Multitasking: leaders managing call centers must be able to handle multiple tasks at the same time without errors and mistakes.

Are you interested? Send your resume!

If we do not contact you within 15 days, please consider the job search closed.

Business unit
Sede Eur - Viale Tolstoj 4-6