Team Lead: Call Center

• Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally
specific to the incumbent, the job, and the function. Excludes role and leadership / management.
• Manage and direct the daily activities of call centre agents
• Supervise, plan, and manage functions concerned to Call Centre environment.
• Act as an information source and answering operator or agents questions, assigning tasks,
following up and giving instructions as needed.
• Carry out performance measurement, monitoring, and evaluation of all agents to improve the
efficiency.
• Ensure that the team members acquire the appropriate support and training to apply the best
skills and knowledge on the job
• Generate daily statistics reports.
• Lead the team to achieve the department’s pre-established objectives.
• Review subordinates’ performance and set developmental plan.
• Ensure that internal procedures are correctly interpreted, properly maintained and effectively
administered.
• Follow-up with team to insure efficiency and productivity.
• Follow up difficult cases and insure their resolution in the most efficient manner
• Coordinate with the quality team to ensure customer satisfaction.
• Communicate and coordinate with other departments in order to better serve customers.
• Ensure appropriate preventive and corrective action to maintain standards of quality and
subscriber satisfaction.
• Ensure efficient coordination between the team members.
• Report to the Call Center Manager any alarming complaints and valuable information.
• Provide support to the other CR departments requested by line manager.
• Perform Ad-Hoc duties as assigned by management.
IT Security Responsibilities/ Tasks:
• Comply with all Information Security Policies and related documents.
• Report security weakness/incidents to either the respective head of department or the Enterprise
Information Security Manager
• Must not exploit known security weaknesses.
• Participate in all forms of Information Security Awareness