Role : Team Lead for Virtual Call Centre Operations
Experience : 4-5 years

We are looking for a qualified team leader to manage our team of Virtual Agents and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis.

As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration.

Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Responsibilities

  • Create an inspiring team environment with an open communication culture
  • Set clear team goals
  • Oversee day-to-day operation of Virtual Call Centre
  • Monitor team performance and report on metrics
  • Motivate team members
  • Be a part of recruitment and training of agents
  • Discover innovative training mechanisms
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • Encourage creativity and risk-taking
  • Suggest and organize team building activities
Requirements
  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of performance metrics
  • Good PC skills, especially MS Excel
  • Excellent communication and leadership skills
  • Ability to think out of the box
  • Agility to adapt to constantly changing environment
  • Organizational and time-management skills
  • Decision-making skills
  • Experience in training is preferred

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