Job Description
ABOUT THE POSITION
The Team Leader will be responsible for managing and driving a team of inbound Contact Centre employees to achieve service levels through an agreed turnaround time. The Team Leader will act as the point of contact for all escalations and queries and ensure resolution while driving a culture of customer-centricity and performance excellence.
Key Responsibilities may include but are not limited to:
Manage and support a team of inbound contact centre agents
Drive team performance in line with client and SLA requirements
Ensure consistent adherence to quality assurance standards
Handle team escalations and operationalqueries
Monitor performance trends and report on KPIs, appraisals, and incentives
Troubleshoot system issues and liaise with IT for resolution
Ensure compliance with SOPs and contactcentre procedures
Maintain accurate absenteeism and leaverecords
Manage employee relations matters, including disciplinary and informa...
The Team Leader will be responsible for managing and driving a team of inbound Contact Centre employees to achieve service levels through an agreed turnaround time. The Team Leader will act as the point of contact for all escalations and queries and ensure resolution while driving a culture of customer-centricity and performance excellence.
Key Responsibilities may include but are not limited to:
Manage and support a team of inbound contact centre agents
Drive team performance in line with client and SLA requirements
Ensure consistent adherence to quality assurance standards
Handle team escalations and operationalqueries
Monitor performance trends and report on KPIs, appraisals, and incentives
Troubleshoot system issues and liaise with IT for resolution
Ensure compliance with SOPs and contactcentre procedures
Maintain accurate absenteeism and leaverecords
Manage employee relations matters, including disciplinary and informa...
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