About the role
Lead, coach, and motivate a team of customer service, telesales, or call center agents to achieve performance targets.Monitor team performance and ensure KPIs, SLAs, and quality standards are met.Conduct regular coaching sessions and provide constructive feedback to team members.Analyze performance reports and identify areas for improvement.Handle escalated customer issues and ensure timely resolution.Coordinate with Quality, Training, Workforce Management, and Operations teams to improve overall performance.Monitor attendance, adherence, and productivity of team members.Prepare and present performance reports to management.Support new hires during onboarding and training periods.Drive employee engagement and maintain a positive work environment.
Bachelor’s degree in any relevant field.Minimum 1–2 years of experience as a Team Leader in the telecommunications or call center industry.Strong leadership, coaching, and people management skills.Excellent communication and interpersonal skills.Experience managing KPIs, SLAs, productivity, and quality metrics.Strong analytical and problem-solving abilities.Proficiency in Microsoft Office, especially Excel.Excellent command of English (written and spoken).Ability to work under pressure and in a fast-paced environment.
