Found Description
Job Description:
The Team Leader provides World‑class support to the Call Center Agents and our clients, customers, as well as consistently driving to exceed performance targets. The Team Leader supports and develops Agents by providing and delivering a Best‑In‑Class level of coaching in areas of call center performance, customer service, technology, and professional development.
Main Duties and Responsibilities:
- Directly manage between 15-20 agents across both sites (depending on business needs).
- Identify, prioritize and coach agent development areas which include mandatory phone call monitoring and desk‑side coaching to ensure that all agents are providing the levels of customer service that is required.
- Build sustainable relationships of trust through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Maintains up-to-date level of produc...