Call Center Team Leader at Royal Management Consultants (RMC )

Call Center Team Leader Job Responsibilities

• Execute the work schedule and ensure team members adhere to it.
• Implement policies and procedure
• Staff record management in call center.
• Coaching, training and motivating staff.
• Monitoring random calls to improve quality minimize errors and track operative performance.
• Assist the Call Center Manager with performance evaluation.
  Investigate and resolve customers’ issues escalated by team members.
• Ensure all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.
• Prepare and ensure that reports are submitted in a timely manner.
• Ensure that staff adhere strictly to floor rules reporting time and working hours
• Any other job that may be assigned to him/her by the Call Center Manager.

Qualifications for the Call Center Team Leader Job

• A university degree or equivalent with experience in related industry.
• Minimum 2 years of experience in a busy call center.
• Integrity and diligent
• Should be good at communication, and Influencing.
• Able to employ analytical and problem solving skills.
  Must have excellent time management skills
• Must be good at coaching and mentoring other staff.
• Must be efficient proficient at using the MS Office suite and a fast leaner of new software.
• Must possess a high capability of telephone etiquette.
• Must be good at team work