Call Centre Team Leader

İşin təsviri

Call Centre Team Leader

Job Description

Manage a team of call center agents.

Be available to affect the entirety of the team's operations.
Manage by walking around. Be visible to answer questions.
Take calls that your agents can't handle and be available when an agent appears to need assistance.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback
Being available to affect the entirety of the team's operations differentiates a supervisor from senior management.

Meet at least once each week with your team. At a minimum, review the following topics.
Review the past week's events, including statistics, results and industry news.
Discuss a sales theme or point-of-interest topic for the agents.
Introduce new staff members.
Communicate company information.
Answer questions and comments.
Provide agents with a glimpse of future weeks.

Perform at least one monitoring evaluation with each agent every two weeks

Create and maintain files on each agent as they relate to attendance, production, and reviews.

Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.

Develop schedules with agents each month to ensure call center objectives are covered.
Schedule residual training, departmental meetings, sales training, and computer training.

Make sure your staff recognizes that you can do their jobs.

Develop training documents that support call center operations.
Create residual training pieces to foster growth.

Develop contests, awards and themes that increase agents' loyalty and focus.

Produce performance reviews as established by Project Manager.

Create effective channels of agent feedback.

Salary: 600-1000 AZN 

E-mail: [email protected]

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• IT Helpdesk