Call Center Team Leader

First Contact Service Iletisim Hizmetleri A.S.

CALL CENTER TEAM LEADER

Job Description & General Qualifications

We are looking for a Call Center Team Leader to join our call center operations. The ideal candidate will possess strong leadership and communication skills, a results-driven mindset, and the ability to effectively manage, motivate, and develop a high-performing team.

Job Description & Responsibilities

• Manage the team's daily operational activities and ensure efficient workflow and smooth execution of processes.
• Monitor individual and overall team performance in line with established KPIs and operational targets.
• Motivate and guide team members to achieve performance objectives and develop strategic action plans to improve results.
• Conduct regular feedback sessions and performance evaluations to support team members' professional development.
• Monitor and evaluate customer interactions to ensure compliance with quality standards and implement necessary improvements.
• Manage onboarding and orientation processes for new team members.
• Foster effective communication, coordination, and collaboration within the team to maintain a productive working environment.
• Drive continuous improvement initiatives to enhance operational efficiency, service quality, and customer satisfaction.
• Analyze daily, weekly, and monthly performance results, prepare comprehensive reports, and present key insights to management.

General Qualifications

• Minimum 5 years of experience in the call center industry, preferably with previous experience in a team leadership role or a strong motivation and readiness to take on managerial responsibilities.
• Solid understanding of call center performance metrics (KPIs) and operational efficiency, with experience in team management and performance monitoring.
• Bachelor's degree from an accredited university.
• Advanced proficiency in English, with the ability to communicate effectively and confidently in spoken English.
• Proficiency in MS Office applications, particularly Microsoft Excel, with the ability to perform data analysis and prepare performance reports.
• Strong leadership, team management, motivation, and coaching skills.
• Excellent interpersonal and communication skills.
• Strong planning and organizational skills.
• Must be residing in Izmir, Türkiye.