Call Center Team Leader

A Call Center Team Leader drives team performance by coaching agents, monitoring KPIs (CSAT, AHT, SLA), and resolving escalated issues to ensure high-quality customer service. They are responsible for motivating staff, conducting performance reviews, managing schedules, and implementing process improvements to boost efficiency and achieve operational targets. 

Key Responsibilities:

• Performance Coaching: Mentored a team of [Number] agents, providing 1-on-1 feedback, training, and development plans to improve quality scores and reduce average handling time (AHT).
• KPI Management: Consistently met or exceeded monthly Service Level Agreements (SLA) and Key Performance Indicators (KPIs) through real-time monitoring and proactive adjustments.
• Escalation Handling: Resolved complex customer complaints and escalated calls efficiently, improving customer satisfaction (CSAT) ra...