Call Centre Team Leader

Key Responsibilities

- Operational Oversight: Manage daily call centre operations, monitor performance, and ensure compliance with policies and SLAs.

- Performance Management: Coach, mentor, and motivate agents to achieve KPIs in productivity, quality, and customer satisfaction.

- Team Development: Provide training, support onboarding, and encourage continuous improvement.

- Reporting & Administration: Prepare performance reports, track attendance, and maintain accurate documentation.

- Customer Experience: Champion customer-centric practices, review calls, and implement quality improvements.

- Leadership & Engagement: Lead by example, maintain morale, and support change initiatives.

Attributes

- Results-driven, accountable, and adaptable.

- Supportive, approachable, and team-oriented.

- Professional, customer-focused, and integrity-led.