Call Center Team Leader

Job summary

The Call Center Team Lead Will organize and direct the staff of our call center. You will be responsible for assessing their work and giving them feedback to maximize performance. An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented. The goal is to achieve excellent performance from your team that will bring sustainable business growth.

DUTIES & RESPONSIBILITIES

Tasks the job holder is expected to perform:

• Assist in the formulation of targets for individuals and teams
• Onboard new employees
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports

JOB SPECIFICATION

Qualifications: Academic/Professional, Experience, Skills, Competencies

• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service in a Sports Betting Company
• Proficient in English; Good knowledge of additional languages will be a definite plus
• Working knowledge of MS Office
• Tech-savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure
• Diploma

KNOWLEDGE & SKILLS REQUIREMENTS:

• Excellent communication skills (verbal and written)
• Ability to exercise tact and good interpersonal skills
• Negotiation Skills
• Strong Business Sense
• Decision-Making Skills
• Analytical skills
• Integrity
• Responsive
• High Commitment

WORK CONDITIONS.

• Flexible and ready to work extra hours.
• 12 working hours a day
• Night and day shifts whenever called upto
• 48 hours a week
• Use of mobile phones, headsets, CRM systems, and computers

Skills Required:

• Customer / Service / Secretarial