Call Center Team Leader

• Pharmacist’s Assistant Post-Basic Certificate preferred
• Strong leadership and interpersonal skills
• Excellent communication and problem-solving abilities
• Ability to work under pressure and meet performance targets
• Knowledge of relevant health industry regulations and best practices

• Lead, motivate, and mentor a team of customer service representatives to achieve performance targets and exceed customer expectations.
• Monitor team performance through KPIs and quality metrics, providing regular feedback and coaching to improve individual and team results.
• Conduct training sessions for new and existing team members, ensuring they are well-equipped to handle customer inquiries effectively and professionally.
• Efficiently manage call center workflow, ensuring smooth operations and adherence to schedules.
• Handle escalated customer inquiries or complaints with professionalism and a focus on resolution.
• Generate and analyze performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction.
• Maintain quality assurance standards to ensure consistent service quality and adherence to company policies and procedures.
• Foster open communication within the team and act as a liaison between the team and senior management, conveying feedback, challenges, and opportunities.
• Ensure team members comply with company policies, procedures, and compliance requirements.

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