Team Lead - Call Center

Job Description

Emenac is looking for energatic and selft motivated Team Lead(s), who can work in liue with company's values and deliver exceptional customer services/sales.

We require a person with Call Center Sales Background who will be managing a team of agents and work with Digital Marketing team to ensure clientele is managed.

This is a home grown project for International Market working since 2011.

Job description is appended below and may not limited to;

• Proactively manage efficient team delivery and output within agreed service levels and business targets.

• Effectively manage business processes within the team to ensure customer excellence and accurate flow of information to internal sources.

• Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary.

• Conduct return to work interviews after absenteeism.

• Conduct call monitoring either by listening into recorded calls or live calls and subsequently undertakes coaching sessions with team members.

• Ensure training and development plans are maintained for all team members.

• Take direct control of team retention levels. Use company methodology and own initiatives to ensure retention targets are achieved.

• Provide motivation and management of the team members in order to maintain required levels of retention, attendance and operational excellence.

• Provide clear and constructive feedback to both good and bad performers.

• Take direct control of team retention levels. Use company methodology and own initiatives to ensure retention targets are achieved.