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Title
Text copied to clipboard!Call Center Team Lead
Description
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We are looking for a dedicated and experienced Call Center Team Lead to join our team. In this role, you will be responsible for overseeing a team of call center agents and ensuring they provide excellent customer service. You will monitor and evaluate agent performance, provide feedback, and coach agents to improve their communication and problem-solving skills. You will also be responsible for developing strategies to achieve customer service goals and objectives. The ideal candidate is a strong leader with excellent communication skills, a customer-focused mindset, and the ability to motivate and inspire a team.
Responsibilities
Text copied to clipboard!- Supervise a team of call center agents
- Monitor and evaluate agent performance
- Provide feedback and coaching to improve agent skills
- Develop strategies to achieve customer service goals
- Handle escalated customer complaints or issues
- Ensure agents adhere to company policies and procedures
- Assist with hiring and training new agents
- Prepare and present performance reports
- Coordinate with other team leads and managers
- Promote a positive and supportive work environment
Requirements
Text copied to clipboard!- High school diploma or equivalent
- Previous experience in a call center or customer service role
- Experience in a leadership or supervisory role
- Excellent communication and interpersonal skills
- Strong problem-solving skills
- Ability to motivate and inspire a team
- Knowledge of call center operations and procedures
- Proficiency in relevant computer software and systems
- Ability to handle stressful situations
- Strong organizational and multitasking skills
Potential interview questions
Text copied to clipboard!- How do you motivate a team?
- Describe a time when you had to handle a difficult customer situation.
- How do you handle feedback and criticism?
- What strategies do you use to achieve customer service goals?
- How do you handle stress and pressure in a fast-paced environment?