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Frequently Asked Questions:

• How many Call Centre Team Leader jobs are available on Pertemps?

  There are 3 Call Centre Team Leader jobs available on Pertemps right now.

• What does a Call Centre Team Leader do?

  A Call Centre Team Leader oversees the day-to-day operations of a call centre team, ensuring efficient and effective customer service delivery. This role involves managing and motivating team members, handling escalated customer issues, and contributing to the continuous improvement of call centre processes.

  Tasks required include:

  • Lead, motivate, and inspire a team of call centre representatives..
  • Provide coaching, training, and support to enhance individual and team performance..
  • Oversee the daily operations of the call centre, ensuring adherence to schedules and service level agreements..
  • Monitor team performance against key performance indicators (KPIs)..
  • Handle escalated customer issues and complex queries, ensuring timely and satisfactory resolutions..
  • Provide guidance and support to team members in resolving customer concerns..
  • Conduct regular quality assessments of calls and interactions to ensure service excellence..
  • Provide constructive feedback to improve individual and team performance..
  • Coordinate and conduct training sessions for new and existing team members..
  • Identify skill gaps and implement development plans to enhance capabilities..
  • Prepare and analyse performance reports, highlighting key metrics and areas for improvement..
  • Report on customer feedback trends and team achievements..
  • Contribute to the development and improvement of call centre processes..
  • Implement efficiency initiatives and suggest improvements to enhance service delivery..
  • Foster open communication within the team and with other departments..
  • Disseminate important information, updates, and changes effectively..
  • Collaborate with other team leaders, supervisors, and managers to address cross-functional issues and improve overall customer experience..
  • Participate in meetings and share insights for continuous improvement..
  • Ensure team adherence to company policies, procedures, and compliance standards..
  • Uphold ethical standards and maintain a positive team culture..

• What are the entry requirements for a Call Centre Team Leader?

  There are no pre-set entry requirements. Candidates are recruited with a variety of academic qualifications and/or relevant experience. Specialist qualifications may be required for work within certain sectors.