Key Responsibilities:
Team Management & Performance Monitoring:
- Oversee daily operations of the inbound team to ensure team members meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and issue resolution.
- Regularly monitor team productivity and performance, providing real-time feedback and assistance to agents as needed.
- Conduct one-on-one sessions with agents to review individual performance, address any concerns, and set clear goals for improvement.
- Implement strategies to optimize call center workflows and ensure consistent service quality.
Attendance & Scheduling:
- Monitor and manage team attendance, ensuring adequate coverage at all times.
- Address attendance issues in a timely and professional manner.
- Coordinate shift schedules to ensure alignment with business needs while maintaining optimal team performance.
Reporting & Analytics:
- Generate and review daily call reports, ensuring all metrics are captured accurately.
- Perform call analysis to identify trends, strengths, and areas for improvement.
- Use Excel (VLOOKUP, Pivot Tables, SUMIF, IF formulas, etc.) to analyze data and produce actionable insights that help improve team performance.
- Ensure 100% call tagging in CRM systems to maintain accurate customer interaction records.
Training & Development:
- Provide ongoing training and refresher courses for underperforming agents, ensuring continuous improvement.
- Develop and execute personalized action plans to help agents meet performance expectations.
- Motivate and inspire team members to improve their skills, productivity, and customer service capabilities.
Quality Assurance:
- Monitor agent-customer interactions to ensure they meet company quality standards and customer satisfaction levels.
- Provide constructive feedback and coaching to agents based on call quality assessments.
- Maintain a high level of professionalism and ensure agents maintain a positive customer experience on every call.
Problem Resolution:
- Address customer escalations in a professional manner and provide guidance to agents on how to handle complex situations.
- Ensure that all customer issues are resolved in a timely manner and to the satisfaction of the customer.
Leadership & Motivation:
- Lead by example, fostering a positive and collaborative team environment.
- Encourage a “never say no” attitude and proactive approach to customer issues and team challenges.
- Promote a strong team culture focused on dedication, accountability, and continuous improvement.
Required Skills:
Experience:
- Minimum 2-3 years of experience in an inbound call center environment, with at least 1 year in a team leader or supervisory role.
- Proven track record of managing team performance and achieving KPIs.
Technical Skills:
- Advanced proficiency in Microsoft Excel, including the use of VLOOKUP, Pivot Tables, SUMIF, IF formulas, and other data analysis functions.
- Familiarity with CRM systems and call center software for tracking and tagging calls.
Key Competencies:
- Strong leadership and team management skills.
- Ability to analyze data and draw actionable insights to improve team performance.
- Exceptional organizational and time-management abilities.
- Excellent communication and interpersonal skills.
- Problem-solving and decision-making capabilities.
- Ability to handle stressful situations with a calm and professional demeanor.
Attributes:
- Highly motivated, hardworking, and dedicated to achieving team goals.
- A positive attitude with a “never say no” approach to challenges.
- Strong focus on team development and performance improvement.
- Ability to manage multiple tasks simultaneously while maintaining attention to detail.