Call center team leader - HRcom

We are seeking a highly motivated and experienced Call Center Team Leader to join our dynamic team. As a Call Center Team Leader you will play a key role in ensuring the efficiency and effectiveness of our call center operations. You will be responsible for supervising a team of call center agents monitoring their performance and providing guidance and training to help them deliver exceptional customer service. The ideal candidate will have excellent communication skills strong leadership abilities and a proven track record of successfully managing a team in a fastpaced environment.

Responsibilities:

• Supervise a team of call center agents ensuring they adhere to company policies and procedures
• Monitor call center KPIs to ensure performance targets are met or exceeded
• Coach and mentor team members to improve their performance and enhance their skills
• Conduct regular performance evaluations and provide constructive feedback to team members
• Identify training needs and develop training programs to address skill gaps
• Collaborate with other departments to resolve customer complaints and escalations
• Develop and maintain call center policies and procedures ensuring they are up to date and aligned with industry best practices