Call Center Team Leader

Company: Artech LLC
Location: San Jose
Posted on: August 5, 2022

Job Description:

Job Title: Call Center Team Leader

Location: San Jose, CA

Duration: 12 Months

Job Description:-

The Team Lead will be responsible for the daily management of a team of agents.

They will be responsible for ensuring that SLAs are met and that the quality rate of their agents does not drop below contractual agreed percentages.

The Team Lead w ll be respons ble for the growth of their agents alongside the motivation of their team and ensuring a smooth delivery of services on all fronts at all times.

The Team Lead needs to have an in-depth comprehension of team dynamics and excellent problem solving skills, with a pro-active approach to any foreseen issues.

Role & Responsibilities:

Management of a team of Agents.

Making sure SLAs are met on a daily basis.

Calibrate with Quality Assurance agent on quality scoring and research ways to fix quality issues.

The Team Lead will be in charge of conducting daily huddles, week wrap up meetings and monthly 121s with the agents and the management team.

Develops and maintains an understanding of customer Service Level Agreements and key performance requirements

Shares information required for the team to be successful

Demonstrates understanding of the customer's business needs and maintains high customer satisfaction ratings

May perform follow up on incidents with customer to ensure customer satisfaction

May act as the primary knowledge resource for a product and service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead

May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction

May take accountability for effectively handling senior level escalations or customer complaints received via various sources

May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.

Keywords: Artech LLC, San Jose , Call Center Team Leader, Hospitality & Tourism , San Jose, California