Call Centre Team Lead at Interra Networks

Major Duties and Responsibilities

• Direct supervision of all call centre staff
• Monitoring call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at work
• Handling of first level escalation.
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Handling the most complex customer complaints or enquiries
• Organizing staffing, including shift patterns and the number of staff required to meet demand
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis; improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
• Manage team by walking around. Be visible to answer questions.
• Take calls that CCRs can't handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep CCRs aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage CCRs through positive communication and feedback
• Carry out any other duties as required

Person Specification

• Highly self-motivated
• High leadership and mentoring skills
• Strong Communication (written and verbal) skills.
• Excellent computer and typing skills
• Should possess the skill to work both in team and also perform independently.
• Persuasive and patient
• Analytical
• Disciplined

Qualification Required

• Minimum of Bachelors degree in any field
• 2-5 years experience in related field