Full time Team Leader / Analyst
$2-8 USD / hour
We are looking for a Team Leader to manage remotely manage a staff of 5 VA's.
Roles:
1) Real Time monitoring.
2) Analyzing Pre - Recorded calls and evaluations.
3) Daily, Weekly and Monthly Reports and Analysis.
4) Collaborate cross-functionally with global team members to ensure work flow.
5) Utilizes strong analytical, technical, and communication skills to understand, track and resolve issues for key clients.
6) Investigates/resolves and responds in a timely manner to internal and external customer complaints appropriately and effectively
7) Responsible for coaching, development and mentoring of staff,Provides daily performance management of staff, Establishes and motivates a participative work environment that actively encourages and supports employee involvement
8) Approves time off and monitor attendance of employees to maintain adequate coverage for department, Participates in the interview, selection and hiring of new employees, Ensures all employees receive adequate training and meet annual competency requirements, Monitors on-going performance of employees; provide input to corrective action and counseling as required.
9) Organizes and leads projects both within the work group and with cross-functional groups, Effectively work with technical departments to resolve problems, Performs other leadership and task related duties as required.
Also to note:
Be in charge of running and managing the call center daily
Set targets for all other call center agents to meet up with
Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
Prepare forecasts and budgets for the call center
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
Facilitate and organize training session for all agents and participate in recruitment of new call center agents
Recommend and purchase gadgets to enhance job performance at the call center
Conduct regular review of all call center agents performance and organize training sessions for under performers
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
Keep up with trends and happenings in the industry and ensuring adherence to industry standards
Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Requirements:
Leadership: call center team leaders are in charge of other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
Motivation: people work harder when they receive the right amount of motivation so call center team leaders would be expected to know how to devise effective motivational techniques to improve the performance of their team mates
Coaching and Mentoring: call center team leaders are also expected to be great tutors and excellent mentors to their team members
Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves
Goal Setting and Achievement: the team leader would also be in charge of setting goals for others to achieve and therefore, he must be an achiever too
Multitasking: leaders managing call centers must be able to handle multiple tasks at the same time without errors and mistakes.
To qualify, the ideal candidate will have the following skills and experience:
Previous supervisory experience preferred, strong lead experience required
Project ID: #18462474
About the project
17 freelancers are bidding on average $8/hour for this job
Hello!!! I've gone through your description and feel I would be the ideal candidate for your project. I offer the attention to detail you require and have over 2 years of project management experience. Feel free to co More
I been managing 300 agents 15 supervisors 15 quality analyst in a call center for 9years for a big company like tracfone, verizon etc. all in USA.
Hi, Im Claudine Petallar. Worked in a BPO industry for almost 3 years. I, became a customer service representative, Sales representative and also a fraud analysis. I became a support for a team. I am flexible with my More
I have full time to team leader and manage your job . I looking for some job in this field and this job is suitable for me
Hi, The job is very interesting as I came from the same post in a call center setting. I actually started as an agent, then Subject Matter Expert and through handwork and dedication, I got promoted as a Team Lead. More
Hello.. First of all very glad to see this opportunity here. Would like to introduce you to few skill sets which we have. ***Telecallers - Inbound/Outbound Associates who handle the US/UK calls with neutral accent ( More
Hi, I am glad to see your job post. The role is very appealing to me and I believe that my strong background with the managerial role in BPO industry make me a highly competitive candidate for this position. I have More
The work to be done will be executed using a SCRUM Agile Framework, securing high quality, low cost and fast delivery of the end product.
hi i can manage calls and handle this job Relevant Skills and Experience hard work can good revenue
I have been working in a call center industry for almost 13 years now. I have experience training associates both in Philippines and U.S and is always a point person for the team.