Team Leader

Job Overview:
The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.

Duties and responsibilities
●To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
●Delivery of team service level components, quality and productivity targets & indicators.
●People Management, including all HR related issues, as well as staff development.
●Operational Management: Managing the floor, adherence to schedule.
●Ownership and problem resolution.
●Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
●Recomme...