Hi, If interested in the following job, please contact email@example.com
Call Center Team Leader/Coach Responsibilities:
•The candidate will be expected to manage/coach / train and run the operation of initially small team of 6 CSR’s. Subject to performance, this will increase to 40 within 3 months.
•Responsible for day-to-day call center site operations and team members.
•Responsible for daily and monthly workload competition. (dialling hours)
•Deal with complaints / queries.
•Provide weekly coaching feedback to management and CSRs.
•To understand and learn call models and campaign / client requirements.
•Create and rollout induction and continuous Improvement (CI) training documentation and processes.
•To deliver weekly /monthly team training sessions. As well as 1-2-1 sessions on a daily basis.
•Document and report on all trainings sessions.
•Provide support to the team manager and the team in order to achieve targets.
•Carry out regular call monitoring to ensure quality and compliance standards are met by the CSRs.
•Use and update CSR performance metrics to identify coaching / training areas.
•Provide continuous improvements to sales pitch / call models.
•Responsible and accountable for overall team performance.
Skills: coaching, management, training, csr, leadership