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Call Center Team Lead

2 weeks ago

Singapore beBeeCustomer Full time $5,000 - $8,000

Job Title: Call Center Team Lead

Key Responsibilities:
  • Supervise and lead the call center team to meet service and performance standards.
  • Handle escalated customer complaints professionally and efficiently.
  • Coach, mentor, and train call center agents regularly to improve their skills and knowledge.
  • Monitor staff performance, conduct appraisals, and manage disciplinary actions if necessary.
  • Plan and manage agent schedules to ensure adequate coverage across all shifts.
  • Assist in developing and implementing call center policies and procedures.
  • Coordinate with management on hiring, onboarding, and staff development.
  • Analyze performance metrics and implement strategies to improve KPIs.
Requirements:
  • Critical thinking and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Leadership and team management abilities.
  • Able to analyze data and make informed decisions.
  • Aware of industry trends and best practices.