Reqroute, Inc
Overview
Role: Call Center TeamLead
Location: Remote
Term: Contract
Pay Rate: $20.5/hr w2
Job Summary: The Call Center TeamLead is responsible for overseeing a team of call center agents to ensure they provide exceptional customer service, meet performance targets, and adhere to company policies and procedures. The TeamLead plays a critical role in managing day-to-day operations, providing coaching and feedback to agents, and driving continuous improvement in customer service quality.
Responsibilities
- Team Supervision
- Lead, manage, and support a team of call center agents to ensure they deliver high-quality customer service.
- Assign daily tasks, manage workloads, and ensure appropriate shift coverage.
- Monitor agents’ performance in real-time and provide immediate support as needed.
- Performance Management
- Track and evaluate agent performance against key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates.
- Conduct regular performance reviews and one-on-one meetings with agents to discuss performance, set goals, and provide constructive feedback.
- Develop and implement action plans to improve individual and team performance.
- Training and Development
- Onboard new call center agents and provide ongoing training to ensure they understand company policies, procedures, and product/service offerings.
- Identify training needs and coordinate with the training department to deliver relevant training sessions.
- Encourage continuous learning and skill development among team members.
- Quality Assurance
- Ensure that all customer interactions adhere to company standards and quality guidelines.
- Conduct call monitoring and quality assessments, providing feedback to agents to help them improve their customer service skills.
- Work closely with the Quality Assurance team to identify trends and areas for improvement.
- Problem Resolution
- Handle escalated customer issues that require advanced problem-solving skills.
- Collaborate with other departments (e.g., technical support, billing) to resolve complex customer inquiries and complaints.
- Maintain accurate records of escalations and resolutions.
- Reporting and Analysis
- Generate and analyze reports on team performance, identifying trends and areas for improvement.
- Provide regular updates to the Call Center Manager on team performance and operational issues.
- Participate in strategy meetings to discuss performance metrics and contribute to the development of call center policies and procedures.
- Motivation and Engagement
- Foster a positive and productive work environment by recognizing and rewarding high performance.
- Organize team-building activities and initiatives to maintain high morale and engagement.
- Act as a role model for agents, demonstrating professionalism, integrity, and a commitment to customer service excellence.
Qualifications
- Experience: Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a supervisory or team lead role.
- Education: High school diploma or equivalent (Bachelor’s degree in Business, Communications, or a related field is a plus).
To apply, please send your resume to neeraj@reqroute.com