Call Center Team Leader
Wadi.com
Total years of experience :16 years, 6 Months
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their inquiries and complaints.
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Understand all organization’s products, services, procedures, guidelines, and communicate same to all team members.
• Conduct regular review of all call center agents performance and organize training sessions for under performers.
• Facilitate and organize training sessions for all agents and participate in the recruitment of new call center agents.
• Submit regular reports to management and seek new ideas and strategies to improve performance.
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
• Monitor all calls to ensure that due procedures and quality standards.
• Prepare forecasts and budgets for the call center.
• Provide quality customer service, interacting with customers, answering inquiries, and handling customer complaints.
• Manage a daily briefing to ensure team member knowledge of any new products, services, offers, and promotions.
• Answer team members questions, and overseeing team member work for quality and guideline compliance.
• Monitor and coordinating financial and other management information related to the work of the team.
• Encourage team members, including communicating team goals and identifying areas for coaching.
• Support the store manager and perform management duties when the manager is out of office.
• Achieve the required performance targets and standards in accordance with the business plan.
• Conduct team meetings to update members on best practices and continuing expectations.
• Manage inventory and orders for the store.
• Provide quality customer service, interacting with customers, answering inquiries, and handling customer complaints.
• Manage a daily briefing to ensure team member knowledge of any new products, services, offers, and promotions.
• Answer team members questions, and overseeing team member work for quality and guideline compliance.
• Monitor and coordinating financial and other management information related to the work of the team.
• Encourage team members, including communicating team goals and identifying areas for coaching.
• Support the store manager and perform management duties when the manager is out of office.
• Achieve the required performance targets and standards in accordance with the business plan.
• Conduct team meetings to update members on best practices and continuing expectations.
• Manage inventory and orders for the store.