Call Centre Team Leader

We are seeking an experienced Call Centre Team Leader to oversee and guide a team of call centre agents. The ideal candidate will be responsible for ensuring the team meets performance targets, maintains high customer service standards, and follows company policies. You will provide coaching, monitor calls, and implement strategies to improve efficiency and sales.

Key Responsibilities:

• Supervise, train, and mentor a team of call centre agents.
• Monitor team performance, provide feedback, and implement improvement plans.
• Ensure team meets KPIs, including sales targets, customer satisfaction, and call handling time.
• Conduct regular performance reviews and coaching sessions.
• Handle escalated customer inquiries and complaints professionally.
• Develop and implement strategies to improve productivity and efficiency.
• Maintain call centre reports and present performance data to management.
• Ensure compliance with company policies, procedures, and industry regulations.
• Motivate and support agents to enhance their performance and job satisfaction.

Requirements:

• Previous experience as a Call Centre Team Leader or in a similar leadership role.
• Strong leadership and coaching skills.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Experience in sales, customer service, or call centre operations.
• Ability to analyze data and make strategic decisions.
• Proficiency in call centre software and CRM systems.

Salary & Benefits:

• Competitive salary + performance-based incentives.
• Career growth and development opportunities.
• Comprehensive training and support.

Email - Recruitment@icallgroup.com

WhatsApp - 063 153 8097

Job Type: Full-time

Work Location: In person

Information :

• Company : International Call Group
• Position : Call Centre Team Leader
• Location : Mount Edgecombe, KwaZulu-Natal
• Country : ZA