Minimum of two (2) years of experience in call center operations.. Please refer to the job advert for further information.
Team Leader
Job Summary
The Team Leader is responsible for overseeing the daily operations and performance of the assigned team, ensuring that all Key Performance Indicators (KPIs), service levels, and operational targets are consistently achieved. The role requires effective leadership, coaching, and performance management of team members while maintaining high standards of customer service. The Team Leader will also be responsible for handling supervisor-level customer escalations and ensuring timely resolution of customer requests and concerns.
Key Responsibilities
- Manage and monitor team performance against established KPIs, productivity targets, and quality standards.
- Lead, motivate, and support team members to achieve individual and team objectives.
- Conduct regular coaching, performance reviews, and feedback sessions to drive continuous improvement.
- Ensure compliance with company policies, procedures, and operational guidelines.
- Analyze performance metrics and prepare regular reports for management.
- Identify performance gaps and implement corrective action plans where necessary.
- Handle supervisor-level customer escalations and resolve complex customer issues in a professional and timely manner.
- Serve as the primary point of contact for escalated customer requests and ensure satisfactory resolution.
- Monitor attendance, schedule adherence, and overall team discipline.
- Coordinate with internal stakeholders to improve service delivery and operational efficiency.
- Support training and development initiatives to enhance team performance and customer satisfaction.
- Foster a positive, collaborative, and high-performing work environment.
Qualifications & Requirements
Minimum Qualification
- Trilingual proficiency with fluency in English, Sinhala, and Tamil.
Experience Required
- Minimum of two (2) years of experience in call center operations.
- Experience in non-voice customer support operations will be considered an added advantage.
- Previous experience in a Team Leader, Supervisor, or similar leadership role will be an advantage.
Key Skills
- Excellent verbal and written communication skills in English, Sinhala, and Tamil.
- Strong leadership, interpersonal, and people management skills.
- Excellent reporting, analytical, and problem-solving abilities.
- Ability to effectively manage team performance and achieve KPIs.
- Strong customer service orientation with the ability to handle escalated customer concerns.
- Proficiency in Microsoft Office applications, particularly Excel and reporting tools.
- Strong organizational and time-management skills with the ability to manage multiple priorities.
- Relevant certifications in Customer Service, Call Center Operations, Leadership, Team Management, or related fields will be considered an added advantage.
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