Team Leader

• Effectively managing Emails, paperwork, leave requests, planning, scheduling meetings, taking minutes, monitoring performance, reporting and many other organizational tasks.
• Actively involved on client calls and ensuring that updates are timely communicated to the team.
• Working with colleagues to effectively run the Contact Centre operation.
• Interviewing and hiring of appropriate candidates, as needed.
• Preparing reports and analyze data to self-understand and assist in management decisions.
  

Lead and motivate the team

• Providing supervision and motivation of staff to foster competitive performance.
• Ensuring efficient and productive handling of inbound call volumes.
• Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
• Maintaining knowledge of all programs/projects the inbound unit supports.
• Assisting staff with questions pertaining to the products and services offered by the client.
• Receiving and responding promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
• Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation.
• Fostering career advancement of the team members within the project or lateral movement.