The Team Lead will play a crucial role in supporting the Call Centre Manager and overseeing day-to-day operations to ensure the delivery of exceptional customer service. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for driving team performance and development.

Team Supervision

• Supervise a team of call centre agents, providing guidance, support, and coaching to ensure high performance, productivity, and adherence to policies and procedures.

Workflow Management

• Assist in managing daily workflow and resource allocation, including call routing, scheduling, and task assignments to meet service level agreements (SLAs) and performance targets.

Quality Assurance

• Monitor and evaluate customer interactions to ensure quality standards are met, providing feedback and coaching to team members to drive continuous improvement and excellence in se...