Team Leader (Call Center)

jobpost

Responsibilities<ul><li>Work closely with the team, motivating and coaching them</li><li>Keeping up to date with business development and new product lines</li><li>Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes</li><li>and procedures towards achieving SLAs</li><li>Ensure training and development plans are maintained for all team members</li><li>Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved</li><li>Manage the fair and consistent application of performance management and disciplinary measures as necessary</li><li>Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team</li></ul>Requirements and skills<ul><li>Possesses good communication skills in Sinhala / English / Tamil</li><li>Team management experience</li><li>Minimum of 2 years’ experience within a contact center environment as a Team Leader</li><li>Experience in customer services</li><li>Excellent leadership and communication skills</li><li>Strong coaching and people-development skills through call listening, quality feedback</li><li>Ability to deal with demanding customers and escalations</li></ul>Benefits<ul><li>Competitive compensation packages</li><li>Opportunities for professional development</li><li>Supportive work environment that values your wellbeing</li></ul>