Call Center Team Leader
Citruss world of shopping
Total years of experience :26 years, 6 Months
• Manage the operation and admin
• Lead and motivate the team
• Manage performance
• Solve problems
• Care for the health, safety and welfare of your people
• Prepare the daily plan (number of agent’s vs estimated calls)
• Check offers stock availability and make sure no any system issues regarding the aired items.
• Maintain good AN% and ensure Call Center AN% target on a daily basis
• Organize breaks - outbound tasks - meetings
• Floor Monitoring - agents support & handle urgent cases
• Make sure all agents are well briefed on products (Old +New) and cross sell products
• Lead and manage the Delivery, Omni Channel, and Aftersales teams, providing guidance, support, and coaching to achieve departmental and organizational objectives.
• Monitor team performance metrics and KPIs, analyzing data to identify trends, areas for improvement, and opportunities to enhance service levels.
• Conduct regular team meetings and trainings to enhance product knowledge, service quality, and team members professional development.
• Coordinate with logistics and supply chain teams to optimize delivery schedules, minimize delays, and reduce turnaround times.
• Maintain a strong understanding of the companys products, services, and policies, ensuring accurate and up-to date information is communicated to customers and team members.
• Prepare regular reports and presentations for senior management, providing insights on team performance, customer feedback, and recommendations for improvements.
• Lead and manage the sales team on the sales floor, providing guidance, coaching, and support to achieve sales targets and revenue goals.
• Set clear sales objectives and performance expectations for sales representatives, regularly monitoring their progress and providing feedback.
• Develop and implement sales strategies and action plans to drive business growth and maximize sales opportunities
• Collaborate with the marketing team to execute sales promotions and campaigns effectively.
• Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction.
• Conduct regular sales meetings and trainings to enhance product knowledge, sales techniques, and negotiation skills.
• Develop and maintain strong relationships with key clients and stakeholders to drive repeat business and referrals. Prepare regular reports and presentations for senior management, providing insights on sales performance, customer feedback, and recommendations for improvements.
• Display a positive demeanor and respect to all internal and external customers
• Coach internal and external team members
• Provide technical assistance when required
• Constantly monitor and maintain call center
• Interact with the factories about quality issues and provide technical feedback
• Manages internal and external technical teams with standards budget
• Organizing and monitoring employees’ trainings and that we are always updated with in the latest technologies and inventions
• Lead, mentor, and coach the customer service team to deliver outstanding service to our clients.
• Develop and implement customer service policies and procedures, ensuring consistent and high-quality service delivery.
• Monitor and assess team performance, setting clear performance goals, and providing regular feedback to team members.
• Handle escalated customer inquiries and complaints, resolving issues promptly and professionally to ensure customer satisfaction.
• Analyze customer feedback and service data to identify trends, areas for improvement, and opportunities for enhancing service levels.
• Collaborate with other departments, such as sales, operations, and finance, to streamline processes and enhance the customer experience.
Direct the daily operations of the customer service team
•Plan, prioritize and delegate work tasks to ensure proper functioning of the department
•Ensure the necessary resources and tools are available for quality customer service delivery
•Review customer complaints
•Handle complex and escalated customer service issues
•Monitor accuracy of reporting and data base information
•Ensure budget requirements
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Handle complex and escalated customer service issues Monitor accuracy of reporting and data base information Ensure budget requirements
Handle incoming phone calls
•Alert customers on maintenance date and flow issues in advance.
•Provide price and cost proposals in response to customer’s requests.
•Contact customers regarding contract cancellations to determine cause and possible corrective measures.
•Develop knowledge about each customer’s business model and requirements.
•Maintain competent understanding of company’s products, their functions and alternatives.
•Coordinate, analyze and improve customer service functions to meet company goals.
•Maintain database of customer sales order and invoicing records.
•Assist in marketing activities and inventory control maintenance.
• Handle incoming phone calls
• Alert customers on maintenance date and flow issues in advance.
• Provide price and cost proposals in response to customers requests.
• Contact customers regarding contract cancellations to determine cause and possible corrective measures.
• Develop knowledge about each customers business model and requirements. Maintain competent understanding of companys products, their functions and alternatives.
• Coordinate, analyze and improve customer service functions to meet company goals.
• Maintain database of customer sales order and invoicing records. Assist in marketing activities and inventory control maintenance.