Call Center Teamleader at Ital Global

• Lead and motivate a Customer Care & Contact Centre team to optimum performance levels to achieve agreed targets - occupancy and customer delight.
• Manage performance through regular, effective reviews, quality control, addressing performance issues according to the company’s policies and procedures.
• Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.
• Act as a role model for the CC team whilst striving to achieve high standards of performance and customer delight.
• Oversee day-to-day operation.
• Ensure achievement of Call Center & Customer Care KPIs.
• Ensure the team is organized effectively to maximize productivity
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Daily report to the CS Manager on team performance against KPIs
• Submit daily, weekly and monthly agent performance report.
• Highlight concerns that impact team performance.
• Resolve escalated customer issues.
• Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
• Handling inbound and outbound calls, inquiries, complaints and providing general information.
• Keeps equipment operational by following established procedures, reporting malfunctions.
• Resolve problems by clarifying issues, exploring answers & alternative solutions, implementing solutions and escalating unresolved problems.
• Manage and resolve customer complaints by clarifying desired information, completing transactions and forwarding requests.
• Maintain call center database and update customer information in the system.
• Document all call information according to standard operating procedures and generate reports.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities and add value to job accomplishments.
• Provide customers with product and service information.

• Diploma or Degree in Communication/ Public Relations, Marketing, Business or related field
• 3 years' experience in a busy call/ contact center operations or telesales will be an added advantage
• Proficiency in Ms Office and Proficiency in Excel
• At least 2 years spent as a contact center supervisor or team leader with responsibilities such as training, quality control and productivity measurement.
• Exposure in Contact Centre Technology, and CRM
• Proficiency in Data Analytics
• Generally, tech-savvy

• Excellent Leadership Skills and Decision-making skills
• Excellent communication, interpersonal skills, presentation, negotiation, interpersonal, PR and relationship building skills.
• Excellent organizational, time-management and multi-tasking skills
• Good problem analysis and solving skills.
• Team player with a customer-oriented approach
• Possess product and operations technical knowledge.
• Knowledge of call centre telephony and technology.
• Attention to Detail and Great listening skills.
• Flexible and Empathetic.
• Calm under pressure and Patient.

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