Call Center Team Leader

• The Call Center Team Leader is pivotal in leading a front-line team to deliver high-quality customer service while meeting operational KPIs, service level agreements, and customer satisfaction targets. This role involves supervising and developing team members, identifying service gaps, implementing improvement initiatives, monitoring performance, and coordinating with internal departments for efficient resolution of customer inquiries and complaints. Success in this position hinges on achieving operational benchmarks, maintaining service quality, fostering team development, and driving continuous process improvements.

Team Performance

• Monitor and manage front-line team performance to achieve CFC operational targets such as SLA benchmarks: SLA: 80%, AHT: 210 seconds, ASA: 15-20 seconds.
• Maintain Job Cards (JCs) backlog within the operational threshold of 9% - 11%.
• Achieve and maintain a Quality Assurance score of 80% or above for call center agents.
• Prepare and analyze operational performance reports and provide recommendations for continuous improvement, ensuring timely submission and actionable insights.

Team Development

• Coach, mentor, and train team members to deliver an exceptional customer experience.
• Manage performance, coaching, and employee development, fostering a team oriented towards customer satisfaction.
• Implement continuous improvement initiatives and support team members in professional growth.

Service Improvement

• Identify service gaps and implement performance improvement initiatives to enhance customer satisfaction and operational efficiency.
• Enhance and revamp Complaint ISOP problem codes to better capture customer concerns and support service improvements, with new codes measured and approved by the Direct Manager.
• Ensure adherence to company policies, processes, and customer service standards with compliance to internal audit and operational standards.

Internal Coordination

• Coordinate with internal departments to establish and monitor enhanced SLA agreements that support customer satisfaction objectives.
• Set and implement updated interdepartmental SLA agreements, ensuring efficient cross-departmental coordination for issue resolution.

• Excellent verbal and written communication skills.
• Strong leadership and team management capabilities.
• Strategic planning and problem-solving skills.
• Customer-oriented mindset with strong conflict resolution abilities.

• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Minimum 8-10 years of experience in customer service or call center operations, with at least 4 years in a supervisory or team leadership role.
• Strong understanding of call center KPIs, customer service standards, and operational reporting.
• Proficiency in Microsoft Office applications and customer service management systems.