Tele Caller Team Lead

Role & responsibilities: 1. Team Leadership and Supervision Lead, motivate, and manage a team of customer service agents to achieve performance targets. Conduct regular one-on-one meetings with team members to provide feedback, coaching, and performance reviews. Ensure that team members are adhering to company policies, procedures, and best practices. Manage team schedules, ensuring adequate coverage and addressing any absenteeism or shift changes. 2. Performance Monitoring and Reporting Monitor and evaluate team performance against KPIs (Key Performance Indicators) such as quality, productivity, and customer satisfaction. Prepare daily, weekly, and monthly reports on team performance, highlighting areas of improvement and success. Ensure that team members meet or exceed individual performance targets related to service quality, resolution time, and customer satisfaction. 3. Customer Escalation Management Handle and resolve escalated customer complaints or issues that agents cannot resolve. Ensure that customer concerns are addressed promptly and professionally, maintaining a high level of customer satisfaction. Support agents in handling difficult or complex customer queries by providing guidance and solutions. 4. Training and Development Provide ongoing training and development for team members to enhance their skills and product knowledge. Assist in the onboarding and training of new agents, ensuring they understand the companys procedures and customer service expectations. Identify areas for team improvement and recommend training programs or resources to address skills gaps. 5. Quality Assurance Ensure that the team maintains high standards of service delivery, compliance, and quality. Conduct quality assessments and provide constructive feedback to agents to improve performance. Implement corrective actions and continuous improvement processes to maintain or enhance service quality. 6. Motivation and Engagement Foster a positive and motivating work environment, encouraging teamwork and collaboration. Recognize and reward team achievements and individual contributions to boost morale and job satisfaction. Organize team-building activities and promote a healthy work-life balance. 7. Operational Efficiency Collaborate with the operations management team to improve processes, reduce inefficiencies, and enhance customer experience. Ensure that the team meets daily and weekly operational goals, including response times, resolution rates, and customer satisfaction metrics. Handle administrative tasks such as attendance, performance tracking, and team resource allocation. 8. Communication and Coordination Act as the main point of contact between team members and senior management or clients. Communicate operational changes, updates, and initiatives to the team clearly and effectively. Liaise with other departments (e.g., HR, IT, training) to resolve any team-related issues or concerns. 9. Compliance and Reporting Ensure the team is compliant with legal, regulatory, and company policies and procedures. Prepare and maintain reports related to team performance, customer feedback, and operational activities. Address compliance issues proactively and work to minimize risks to the organization Preferred candidate profile: 1. Bachelors degree or equivalent experience in business, management, or a related field. 2. 3+ years of experience in customer service with at least 34 years in a supervisory or leadership role. 3. Proven track record of managing teams, achieving performance targets, and driving operational success. 4. Strong knowledge of sales industry standards, processes, and tools. 5. Excellent leadership, coaching, and motivational skills. 6. Strong communication skills, both verbal and written. 7. Ability to handle customer escalations and complex situations professionally. 8. Excellent organizational and time-management abilities. 9. Proficiency in using CRM software, call center systems, and MS Office Suite.