Call Centre Team Lead
- Supervise a team of customer service agents
- Provide individualized coaching and monitoring improvements
- Deliver monthly 121 meetings
- Acting as an escalation point as and when required
- Effectively lead and coach a team across multiple functions
- Help to improve work flows, processes and tools
- Analyse inbound contacts and work closely with the quality and training department to ensure new templates are created when needed, trends are spotted and issues escalated
- Report to Customer Service Operations Manager
- Attend weekly Ops calls
- Planning and overseeing daily and weekly workload for the team
- Ensure daily productivity targets are met/exceeded
- Liaising with various departments
