Call Center Team Leader Job Description
Call center team leader
provides advanced troubleshooting of internet navigation, authentication, billing concerns and miscellaneous personal computer software.
Call Center Team Leader Duties & Responsibilities
To write an effective call center team leader job description, begin by listing detailed duties, responsibilities and expectations. We have included call center team leader job description templates that you can modify and use.
Sample responsibilities for this position include:
Research chargeback claims, provide PODs
Maintain familiarity with product lines to assist Customers in placing orders and provide information on all Bible, book, audio, DVD, digital, and Bible Cover publicationsRoute new account requestsResearch chargeback claims, provide PODs
Coordinate and direct the daily operations of your team
Interact directly with partners and groups and will be accountable for deliverables to them on a daily / monthly basis
Track and develop talent within your team to prepare and produce future leaders
Partner with leadership on special projects with your function and the site
Support and enforce call center expectations departmental and corporate policies and procedures
Be proficient in all activities and job functions of Administrator I and II and be able to handle any issues that arise from either group
May assist in the processes required for medical case file creation
Listen attentively to customer needs and concerns
Call Center Team Leader Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Call Center Team Leader
Typically a job would require a certain level of education.
Employers hiring for the call center team leader job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Management, Associates, Education, Business, Economics, Project Management, Information Management, Accounting, Business/Marketing, Marketing
Skills for Call Center Team Leader
Desired skills for call center team leader include:
Computer navigation
Customer service practices and principles
Troubleshooting and keyboarding skills
Areas of product
Customer Services principles and practices
Customer service policies
Gas emergencies
Good work ethic
Industry
Mainframe and computer and internet applications
Desired experience for call center team leader includes:
The TPL will act as a mentor and coach to both mentors and agents and will be responsible for handling and resolving escalated external and internal customer issues
Comply with all HR policies and procedures, federal, state, and local laws
Manages the day to day operations and tasks for a work group while performing tasks when necessary to ensure deadlines are met
Resolves daily work issues and escalates more complex issues to their Supervisor
Coaches and develops employees to achieve department quality and productivity standards
Acts as a subject matter expert concerning products serviced by the department
Call Center Team Leader Examples
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Call Center Team Leader Job Description
Job Description Example
Our innovative and growing company is hiring for a call center team leader. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center team leader
- Participates in projects that impact department
- Ensures compliance with all MFS policies and procedures
- Assists with the development of procedures
- Ensures timely communication of pertinent information by conducting regular staff meetings
- Assists with career development
- Conducts interviews and makes hiring decisions
- Interacts with own department and others to facilitate problem resolution
- Set department goals and objectives
- Gather and proactively share Best Practices to help improve performance of each QR and overall call center call quality
- Be proficient in all activities and job functions of CSR 1 and CSR 2 and be able to handle any issues that arise from either group
Qualifications for call center team leader
- May require multi-tasking in support of inderdependent operating teams
- Understanding of UK Benefits System
- Understanding of financial budgets
- Ability to organise workload of self and team to meet deadlines
- Efficient time manager with the ability to reach service deadlines
- Experience of writing procedures
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Call Center Team Leader Job Description
Job Description Example
Our company is hiring for a call center team leader. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center team leader
- Contribute to the operational implementation of the unit action plan within the team
- Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need and user-friendly tools
- Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible
- Monitor and feedback on working methods, productivity and quality on team and individual level
- Ensure the right number of competent co-workers to secure high quality for all customer contacts within the service level
- Build a committed team with a strong culture based on customer focus, high performance and pride in their work
- Contribute to the building of business competence by supporting and coaching co-workers in their daily efforts to improve according to agreed development plans
- Be active in the recruitment process of new co-workers
- Performance Management as and when needed
- Audit all high transaction bookings (MCO
Qualifications for call center team leader
- Demonstrated competency to manage and maintain day to day operations specific to a functional team
- Must ensure the timely elevation of issues or challenges to the appropriate management level should they arise
- Strong PC skills including Windows, Microsoft Outlook and Word are required
- Experience in a retail jewelry store is a plus
- Must be flexible on schedule to work late evenings, weekend and holidays as the business requires
- Minimum 6-12 months in Berkshire Bank Call Center
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Call Center Team Leader Job Description
Job Description Example
Our company is growing rapidly and is hiring for a call center team leader. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center team leader
- Meet Revenue Targets (Goal v/s Actual) - Daily, Weekly and Monthly
- Meet Booking's/Transaction Targets (Goal v/s Actual) - Daily, Weekly and Monthly
- Review agent's Daily/Weekly/Monthly performance against the target on all metrics
- Hourly Performance Tracking - Revenue and Bookings
- Coaching and Feedback from Calls & TID audits- listening to calls, AQC Audit (including Absorptions) and emails from ticketing, SODs
- Work with agents on specific needs like system navigation or usage (GDS or OBE related), customer handling skills and communication
- Meeting training requirement as per training calendar provided by training team
- Agent attendance (tracking cab/self-delays) prior to shift to plan mitigation of absenteeism impact
- Attendance Regularisation for direct reports
- Support Service Delivery Manager in the smooth and efficient day to day running of the department
Qualifications for call center team leader
- Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods
- Knowledge about change management
- Ability to take responsibility and delegate when necessary
- Ability to find solutions for customers and operational issues
- Passion for customer support and customer satisfaction
- Driven by achieving success and development through people
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Call Center Team Leader Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of call center team leader. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center team leader
- Must be able to type accurately with precise data entry skills
- Must demonstrate professionalism and the ability to multi-task and work under pressure effectively
- Must deliver excellent customer service both internally and externally
- Must provide information to manager and assist with performance evaluations
- Advanced Microsoft Office proficiency required
- Supervise day-to-day operation of team according to policy/procedure, ensure high quality customer service and compliance obligations
- Minimum 3 years supervisory experience or demonstrated leadership abilities
- Contribute to the operational implementation of the unit action plan within the Specialist Teams, driving performance across the CSC
- Support in creating an inspiring and motivating work environment and atmosphere where Specialists have access to the information they need and user-friendly tools
- Train and assign duties of call center team
Qualifications for call center team leader
- 3-5 years of recent travel agency/airline experience as a team leader, supervisor or similar
- Willingness and competence to work in multiple complex situations
- Clear understanding of policies and procedures of operation
- Ability to assesses situations accurately and determine/suggest appropriate action
- Capable of planning, prioritize, and organize work effectively to produce measurable results
- Qualified candidates should be bilingual (written and verbal) in Spanish/English
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Call Center Team Leader Job Description
Job Description Example
Our growing company is looking to fill the role of call center team leader. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center team leader
- Maintains Admissions Center bed board and ensures admissions are properly scheduled
- Maintains relationship with facility staff and is a main point of contact to resolve admission related issues
- Monitors productivity of staff through constant presence on the floor through analysis of data available
- Monitors individual, team, and Admissions Center results to quickly identify and act on both positive and negative performance trends to ensure attainment of admission goals and performance targets
- Communicates and follows up to ensure employees are fully informed of all new information related to services available, policies/procedures, client needs, company related issues, changes or actions
- Maintains harmony among staff and creates a team environment that rewards and recognizes positive performance
- Uses call center software to monitor function of phone, email, text, and chat capability
- Answers patient calls when necessary
- Listen and review sales calls with customers and prospects
- Oversee the daily operations of the contact center team to ensure performance metrics, both of individual staff and of the collective team, are met
Qualifications for call center team leader
- Must have significant experience in a senior customer service function
- Detail orientated, able to utilize various databases consecutively with good typing skills
- Professionalism -- Exhibits a strong work ethic, actively works towards excellence
- Must meet quality, productivity & attendance metrics established by the Career Path
- Prior experience in leadership role strongly preferred
- Years of call center supervisory experience or other comparable positions with leadership experience