Call Centre Team Lead

Qualifications

• Undergraduate degree in Business/Social Science related field
  
• Minimum 3 years of experience in a busy call center.
  
• Being able to work under pressure.
  
• Very good command of English, both written and spoken.
  
• Proficient in MS Office, G-docs and call centre equipment/software programs.
  
• Outstanding communication and interpersonal skills.
  
• Excellent organizational and leadership skills with a problem-solving ability
  
• Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
  
• Positive and patient
  
• Ability to multitask is highly recommended
  
• Ability to learn quickly and adopt to a fast-paced environment
  

Qualifications

• Undergraduate degree in Business/Social Science related field
  
• Minimum 3 years of experience in a busy call center.
  
• Being able to work under pressure.
  
• Very good command of English, both written and spoken.
  
• Proficient in MS Office, G-docs and call centre equipment/software programs.
  
• Outstanding communication and interpersonal skills.
  
• Excellent organizational and leadership skills with a problem-solving ability
  
• Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
  
• Positive and patient
  
• Ability to multitask is highly recommended
  
• Ability to learn quickly and adopt to a fast-paced environment
  

• Coordinate operations control center
  
• Maximize the productivity of resources (people, technology etc.)
  
• Coach and handhold agents to maintain high operations standards
  
• Monitor and improve order delivery time whilst minimizing order cancellations.
  
• Evaluate performance with key metrics (etc.)
  
• Ensure quality assurance checks are completed and maintained
  
• Optimize delivery times and maximize Gsat
  
• Ensure team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.
  
• Prepare and ensure that reports are submitted in a timely manner.
  
• Analyze daily and weekly operation metrics with a macro view of the long-term success of cities.
  
• Mentor staff and provide them with support required in their roles.
  
• Give structured and actionable daily feedback to the /Supervisor