Team Leader - Domestic Call Center Operation

✔ Age: 28–35 years.

✔ Supervise and monitor daily call center operations to ensure efficiency, service quality, and adherence to established processes.

✔ Develop and implement strategies to improve customer service quality, operational efficiency, and overall customer experience.

✔ Coordinate the launch of new projects and develop Standard Operating Procedures (SOPs) to ensure smooth process implementation.

✔ Lead, motivate, and mentor Customer Service Representatives to achieve key performance indicators (KPIs), including call handling time, service quality, customer satisfaction, and productivity.

✔ Provide regular coaching, training, and constructive performance feedback to team members.

✔ Handle escalated calls and resolve complex customer complaints professionally and efficiently.

✔ Prepare and share daily, weekly, and monthly performance reports with management and clients.

✔ Maintain team discipline, punctuality, professionalism, and adherence to operational standards.

✔ Coordinate with HR, Training, and Operations teams regarding recruitment, onboarding, training, and employee skill development.

✔ Ensure compliance with company policies, operational procedures, and applicable regulatory requirements.

✔ Monitor agent performance through call monitoring, quality assurance (QA) reports, and real-time dashboards.

✔ Implement, manage, and optimize CRM tools and call center software to improve operational performance.

✔ Analyze call center performance metrics, identify improvement opportunities, and present recommendations to senior management and clients.

✔ Support the identification and development of new business opportunities to contribute to revenue growth.