Team Leader (Direct Call Center)
September 2009 — January 2011
~ 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 training session for all agents and participate in recruitment of new call center agents.
~ Recommend and purchase gadgets to enhance job performance at the call center.
~ Conduct regular review of all call center agents performance and organize training sessions for under performers.
~ 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 ensuring adherence to industry standards.
~ Ensure that clients are kept happy and satisfied at all times by providing prompt response 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.