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Call Centre Team Lead
2 months ago
We are seeking an experienced Call Centre Supervisor to join our team at Churchill Estates Management Ltd. As a key member of our operations team, you will be responsible for leading a team of customer service representatives and ensuring the delivery of exceptional service to our clients.
Key Responsibilities- Supervise and support a team of customer service representatives to achieve high levels of customer satisfaction and service delivery.
- Recruit, train, and develop team members to ensure they have the skills and knowledge required to excel in their roles.
- Manage the duty roster and workforce planning to ensure the call centre is staffed appropriately at all times.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement changes to drive business growth.
- Provide coaching and feedback to team members to help them improve their performance and achieve their goals.
- Collaborate with other departments to ensure seamless communication and coordination across the organization.
- Stay up-to-date with industry trends and best practices to ensure our service delivery remains exceptional.
- Proven experience in a call centre or customer service leadership role.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make informed decisions.
- Strong leadership and coaching skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- High school diploma or equivalent required; degree in business or related field preferred.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and dynamic work environment.
- Recognition and rewards for outstanding performance.
