Job Openings Call Center Team Lead - US Time Zone

About the job Call Center Team Lead - US Time Zone

  • Provide Direct Customer Support through various channels.
  • Improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs) and Manage a team of 25+ interpreters.
  • Investigate and resolve customer complaints and queries particularly escalated ones.
  • Provide feedback and support to the Client Relations Team to ensure all issues are resolved according to CS SLA.
  • Continuously monitor the performance of the team, and craft tailored development plans for each member.
  • Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
  • Create a healthy and comfortable work environment.
  • Conduct coaching sessions and 1:1s in an organized manner.
  • Monitor calls/QA tickets and provide feedback.
  • Support Process Improvement and contribute to process optimization.
  • Support team members by answering questions and providing knowledge or solutions.
  • Monitor adherence and conformance to shifts and schedules.

Job Requirments:

  • Bachelors degree.
  • Minimum 5 years experience in a call center environment.
  • Minimum 3 years of experience as a leader (managing voice)
  • Preferred to have Interpretation Management Experience.
  • Knowledge of issues and terminology of the interpreter profession.
  • Ability to coordinate and prioritize the work activities of self and others.
  • Knowledge of supervisory practices and principles.
  • High proficiency in English language, vocabulary, and written and verbal communication.
  • Establishing and maintaining effective working relationships.

Working Conditions:

  • Working Hours: US shift.
  • Working model: Hybrid (Office and remotely)
  • Working Days: 5 days (2 days Off)