Job Title: Call Center Team Leader
Experience & Qualification Required:
3–7 Years (call center experience required, leadership experience preferred)
Graduate / Diploma in any discipline (preferred)
Additional certifications in customer service or management are a plus
Key Responsibilities:
Supervise and mentor call center agents to meet performance targets
Monitor calls for quality and provide feedback for improvement
Manage schedules, attendance, and workload distribution
Handle escalated customer complaints and queries
Prepare and analyze reports on team performance and KPIs
Implement strategies to improve customer service and efficiency
Coordinate with other departments to resolve issues and improve processes