Call Center Team Leader Role & Responsibility
Call center team leaders oversee workers who respond to customer
inquiries. They work at facilities that receive incoming phone calls
and/or electronic messages from people who have concerns about a
company
’
goods or services. Call center team leaders make sure
employees know how to respond to what is being asked and do so in
a manner that puts the company in a good light.
Call center team leaders work regular, full-time hours. If their employer
offers evening or weekend customer service, they may be called upon
to handle those shifts. Extended hours also are common during the
holiday season or other busy periods.
TEAM LEADER RESPONSIBILITIES
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 a training session for all agents and participate in the recruitment of new call
center agents
Conduct regular review of all call center agents
'
performance and organize training sessions for
underperformers
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 ensure adherence to industry standards
Ensure that clients are kept happy and satisfied at all times by providing prompt responses 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.
Proven experience as a call center manager or similar position
with min 2 years of Experience in customer
Experience
2 - 3 Years
No. of Openings
25
Education
B.A, M.A, M.B.A/PGDM, M.Com
Role
BPO Team Leader
Industry Type
Call Centre / BPO / KPO / ITES / LPO
Gender
Female
Job Country
India
Type of Job
Full Time
Work Location Type
Work from Office
2 - 3 Years
25 Openings
3.0-3.5 Lac/Yr
Face-to-Face interview
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