Team Lead/Manager - Call Centre

Salary Range: 8 - 10 LPA

We are hiring for call center Team Lead/ Manager with an experience of 5+ years into BPO Sector.

Job Description Example for the Call Center Team Leader Position

- Be in charge of running and managing the call center daily

- Set targets for all other call center agents to meet up with

- 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

- Prepare forecasts and budgets for the call center

- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

- Facilitate and organize training session for all agents and participate in recruitment of new call center agents

- Recommend and purchase gadgets to enhance job performance at the call center

- Conduct regular review of all call center agents performance and organize training sessions for under performers

- Submit regular reports to management and seek new ideas and strategies to improve performance at the center

- Keep up with trends and happenings in the industry and ensuring adherence to industry standards

- 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.

Requirements - Knowledge, Skills, and Abilities for the Call Center Team Leader Position

The team leader at a call center would be expected to possess the following skills, knowledge and requirement:

- 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

Priya Kumra