YBWEB01

Call Center Team Leader

İzmir, Ankara, İstanbul Anadolu Yakası, İstanbul Avrupa Yakası
  • 29.08.2018
  • 100 - 200 Arası Aday Başvurdu
  • 2321 Görüntüleme

Job Description

  • Manage a team of talented Agents that are responsible for managing the day-to-day operations and handling customer inquiries and issues,
  • Insure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met, 
  • Provide leadership and management to Agents,
  • Regularly conduct team meetings,
  • Directs the planning and implementation of integrated resource planning. Ensures forecasts, schedules and analytics are timely, accurate,
  • Provide all necessary tools, analytics and guidance to management to ensure that operational metrics are achieved, including but not limited to Service Levels, Occupancy and Productivity,
  • Direct the development and implementation of all call center reporting needs to ensure achievement of departmental goals and identify areas for improvement,
  • Own, develop and document operational processes that deliver enhanced performance across all channels, while ensuring adherence to established compliance standards,
  • Identify performance related issues, recommending improvements to solve for root cause, and implementing plans to prevent recurrence,
  • Establish excellent working relationships with team members and department contacts in order to maintain and continuously improve the level of service provided,
  • Coach and develop team members toward attainment of career goals,

Required Skills

We are currently seeking Call Center Team Leader to lead a team of Call Center Agents. You will develop, coach and manage a team of talented Agents to exceed company goals.

  • University degree,
  • Working knowledge of call center dynamics, verbiage and methodologies preffered,
  • Must be willing to travel abroad and live there if needed,
  • Dynamic personality with a focus on customer service and motivational skills,
  • Superior organization and time management skills,
  • Ability to drive a sense of urgency to ensure both internal and external customers are served in a timely manner,
  • Strong leadership skills with ability to manage large groups of people,
  • Strong verbal / written communication and facilitation skills,
  • Strong interpersonal skills and experience demonstrating successful customer relationship management ability,
  • Experience and understanding of staffing, queues, and performance measures,
  • Adapt at managing multiple priorities and tasks in a fast-paced environment,
  • Good reasoning abilities and sound judgment Tactful, flexible and people oriented,
  • Strong ability to analyze call trends and take appropriate actions,
  • Proactively identifying and acting upon process improvement initiatives that increase customer satisfaction and reduce operational expense,

Summary Info

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