Team Leader - Inbound Calling.

Job Description

Logix Incorporation is delighted to offer a rewarding career opportunity for the position of Team Leader - Inbound Calling.Position Details:- Working Hours: 9.5 hours per day, 6 days a week - Salary: To be discussed after your interview and performance evaluationJob Summary:We are looking for a dynamic Team Leader to oversee and guide our Inbound Calling Team. The ideal candidate will have experience in managing customer service teams, particularly in an inbound call center environment. The Team Leader will be responsible for supervising daily operations, monitoring team performance, and ensuring high levels of customer service, while also managing shrinkage and motivating the team.Key Responsibilities:Team Supervision & Leadership:Lead, motivate, and support a team of inbound callers to ensure they meet performance goals and maintain high customer service standards. Monitor and guide team members to ensure efficient call handling and excellent customer service.Performance Monitoring & Coaching: Track individual and team performance metrics, including call volume, average handle time (AHT), customer satisfaction (CSAT), and first call resolution (FCR). Conduct regular performance reviews and coaching sessions to identify areas for improvement and provide feedback. Set clear performance expectations and work with the team to achieve key targets.Handling Challenging Calls & Escalations: Act as a point of escalation for complex or difficult customer calls, ensuring prompt and effective resolution. Support team members in handling challenging or irate customers, providing guidance on de-escalation techniques.Managing Shrinkage & Attendance: Monitor and manage team shrinkage (e.g., absenteeism, tardiness, breaks, and turnover) to ensure that team members are available and on task. Develop and implement strategies to reduce shrinkage and maintain a productive workforce.Adherence to Policies & Procedures: Ensure that the team adheres to company policies, processes, and call scripts while delivering personalized customer service. Regularly review and update operational procedures to improve efficiency and customer experience.Training & Development: Onboard new team members, providing them with comprehensive training on company policies, systems, and call handling protocols. Develop ongoing training programs to enhance the skills of existing team members and keep them up to date with new processes or tools.Reporting & Analysis: Prepare and analyze regular reports on team performance, providing insights into areas of improvement and success. Present data on key metrics, such as call volumes, service levels, and customer satisfaction scores, to senior management.Motivation & Team Engagement: Foster a positive team environment through motivation, recognition, and team-building activities. Address any team-related concerns, promoting a culture of open communication and collaboration.Process Improvement: Continuously assess team operations and identify opportunities for process improvements to enhance customer service and operational efficiency. Actively participate in leadership meetings and contribute ideas for improving team performance and customer experience.Call Handling Support: Take customer calls when necessary, particularly during high call volumes or to assist in resolving difficult cases. Lead by example in providing excellent customer service and maintaining professional communication with callers.If you are interested in this opportunity, please submit your resume to hidden_email any inquiries or to express your interest via WhatsApp, please contact hidden_mobile. Include Team Leader - Inbound Calling Application - [Your Name] in your message.

Keyskills :
team leading skillsteam leading