Call Center Team Leader

Call Center Team Leader is a full time, remote role with First Contact Service based in Izmir, Turkey. The holder manages the team's daily operations, monitors performance against KPIs and coaches team members, and must be residing in Izmir. A minimum of 5 years of call center experience is required.

Key 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.
• Drive continuous improvement initiatives to enhance operational efficiency, service quality and customer satisfaction.
• Analyse daily, weekly and monthly performance results, prepare comprehensive reports, and present key insights to management.

Requirements

• Bachelor's degree from an accredited university.
• Minimum 5 years of experience in the call center industry, preferably with previous experience in a team leadership role.
• Solid understanding of call center performance metrics (KPIs) and operational efficiency.
• Advanced proficiency in English, spoken and written.
• 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, Turkiye.

Salary & Benefits

The salary for this role is not stated on the source posting, and no benefits are listed on the posting.

How to Apply

If this role matches your background, apply through this listing on gulfvisasjobs.com using the apply link provided.