Team Leader – Call Center

Responsibilities

• Work closely with the team, motivating and coaching them
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes
• and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

Requirements and skills

• Possesses good communication skills in Sinhala / English / Tamil
• Team management experience
• Minimum of 2 years’ experience within a contact center environment as a Team Leader
• Experience in customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback
• Ability to deal with demanding customers and escalations

Benefits

• Competitive compensation packages
• Opportunities for professional development
• Supportive work environment that values your wellbeing