Associate Process Manager

As a Call Centre Team Leader, you will play a pivotal role in ensuring the smooth operation of our call centre by overseeing and supporting a team of customer service representatives. You will be responsible for guiding, coaching, and motivating team members to deliver outstanding service and achieve performance targets. Additionally, you will collaborate closely with management to implement strategies for improving efficiency, enhancing customer satisfaction, and driving continuous improvement within the call centre.

Key Responsibilities:

• Lead and manage a team of customer service representatives to ensure exceptional service delivery and achievement of performance targets.
• Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance.
• Monitor team performance and productivity metrics, identifying areas for improvement and implementing strategies to address them.
• Handle escala...