Role Overview

The Team Leader is responsible for managing and overseeing a team of Customer Service Representatives (CSRs), ensuring that performance aligns with company and client standards. This role focuses on monitoring key performance metrics, providing coaching and support, and driving continuous improvement to meet or exceed targets. The Team Leader also handles reporting, administrative duties, and team development initiatives to enhance productivity and profitability

.Key Responsibilitie

s
Team Management & Leadersh

• ipLead and supervise a team of CSRs in daily call center operations, including customer support, issue resolution, and sales activitie

• s.Set clear individual and team goals, ensuring alignment with company and client objective

• s.Monitor performance on a daily, weekly, and monthly basis, ensuring targets are met or exceede

• d.Provide ongoing coaching, mentoring, and constructive feedback to improve performanc

• e.Motivate team members to maximize productivity and achieve professional growt

h.Performance Monitoring & Reporti

• ngTrack and analyze individual and team performance using established metrics (e.g., Baleen

• ).Prepare and submit regular performance reports, identifying top and bottom performer

• s.Maintain transparency by communicating results and progress with the tea

• m.Identify performance gaps and implement action plans for improvemen

t.Coaching, Training & Developme

• ntConduct performance evaluations, feedback sessions, and development plannin

• g.Facilitate regular training sessions on client updates, policies, and procedure

• s.Share best practices and knowledge to enhance team capability in handling complex interaction

s.Operations & Service Delive

• ryManage call queues and ensure service levels are met by optimizing staffing and resource

• s.Handle escalation calls and assess agents’ readiness to manage complex situation

• s.Collaborate with other Team Leaders and the Operations Manager to address operational challenge

s.Administrative & HR Suppo

• rtHandle payroll-related tasks, including preparation and submission of payroll template

• s.Track attendance, overtime, and night differential accuratel

• y.Address employee concerns related to performance, attendance, and behavior before escalation to H

• R.Act as a liaison with HR and support grievance handling in line with company policie

s.Continuous Improvement & Engageme

• ntAnalyze factors affecting team performance and implement improvement initiative

• s.Design and implement incentive programs to boost morale and performanc

• e.Organize team activities to promote engagement and teamwor

k.Qualificatio

• nsBachelor’s degree in any fiel

• d.Completion of required internal training programs (e.g., PEP courses, Client Certification, HR for Non-HR, WFM Orientation, LEAD, Six Sigma Yellow Belt

• ).At least 1 year of call center experience, preferably in a leadership or supervisory rol

• e.Experience in Customer Care, Sales, Marketing, or Technical Support is an advantag

• e.Strong knowledge of call center operations, metrics, and system

• s.Proficiency in MS Office (Word, Excel, PowerPoint) and call center tools (e.g., CMS/IEX, Baleen, Blue Pumpkin

).