Unitinfotech is seeking a passionate and experienced Team Leader for our call center team. The ideal candidate will be responsible for managing a team of customer service representatives, monitoring performance metrics, providing coaching and support to team members, and ensuring high levels of customer satisfaction.
The Team
Leader will also be involved in recruiting, training, and developing team members, as well as handling escalated customer issues. The successful candidate will have excellent communication and leadership skills, a strong understanding of call center operations, and a proven track record of driving results. Join our dynamic team and help us deliver exceptional service to our customers.
- Lead and motivate a team of call center representatives to achieve daily and monthly targets
- Monitor and evaluate team performance, providing feedback and coaching as needed
- Conduct regular team meetings to disseminate information and address concerns
- Ensure adherence to company policies and procedures
- Handle escalated customer issues and provide resolution
- Collaborate with other team leaders and departments to improve efficiency and customer satisfaction
- Develop and implement training programs to enhance team skills and knowledge
- Maintain accurate records of team performance and KPIs
- Handle scheduling and shift rotations to ensure adequate coverage
- Support the recruitment and onboarding process for current team members