Job Description:

The Team Leader provides World-class support to the Call Center Agents and our clients, customers, as well as consistently driving to exceed performance targets. The Team Leader supports and develops Agents by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Main Duties and Responsibilities:

• Directly manage between 15-20 agents across both sites (depending on business needs).
• Identify, prioritize and coach agent development areas which include mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and call center morale and help maintain a good team and working environment.
• Provide assistance to co-workers in resolving customer concerns.
• Provide first call resolution, working with appropriate internal resources, completing necessary follow-up, and ensuring closure of the inquiry.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Provide accurate and detailed reports as required by client and operations.
• Maintain performance and quality standards based on established call center metrics including turnaround times.
• Ensure that agents have working equipment, and all items needed to do their job.
• Handling outbound calls from our valued customers whose accounts are flagged as overdue. Written and verbal communication.
• Risk analysis and review of customer accounts, recommending process improvements where relevant.
• Promoting ongoing improvement through process review and system development.
• Demonstrating flexibility by being available to be on call as needed to support business operations.
• Negotiation with customers to determine the best course of action and gaining agreement for both short- and long-term solutions.
• Respond to customers enquiries in an appropriate manner, offering personalized service with a “can do” attitude.
• Handle inbound and outbound calls efficiently, ensuring quality communication and prompt resolution of customer concerns while adhering to set call duration standards.
• Perform Ad Hoc Tasks as needed by the Campaign.

Requirements:

• Complete at least 2nd year college.
• Excellent leadership qualities.
• Preferably Supervisor / 5 years & up experienced employees specializing in customer service or equivalent.
• Experience in the Electricity and Gas industry is an advantage but not required.

Skills:

• Strong interpersonal and presentation skills
• Strong organization and project management skills
• Dynamic and able to adapt to changes
• Hands-on and able to work across diverse cultures
• Experience in the Electricity and Gas industry is an advantage but not required
• Amenable to work on holidays, weekends and shifting schedules
• Professional, Enthusiastic and Customer Service Oriented
• Proven time management skills with the ability to multi-task
• Strong attention to detail with a high level of accuracy
• Proficient in Microsoft Office Products
• Excellent verbal and written communication skills
• Excellent telephone presentation