Team Lead - Call Center Operations

The Team Lead - Call Center Operations at EFU Life Assurance Ltd. plays a pivotal role in overseeing the daily operations of the call center while managing a team of six individuals. This position requires an outstanding leader who possesses strong communication skills and a passion for customer service. The Team Lead must analyze call metrics and provide actionable insights to improve team performance and customer satisfaction. Furthermore, this role involves mentoring agents, implementing quality assurance frameworks, and adapting to changes in processes and technology to enhance overall efficiency in call center operations. The ideal candidate thrives in a fast-paced environment and demonstrates strong problem-solving abilities along with a commitment to fostering team growth and development.
Responsibilities

Lead and supervise a team of six call center agents, ensuring effective performance and high-quality customer service.
Analyze call metrics and KPIs, such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR), to drive improvements and maximize efficiency.
Generate detailed performance reports and actionable insights to inform decision-making and strategic planning.
Monitor call quality using performance monitoring tools, implementing QA frameworks to ensure compliance with company standards.
Conduct regular one-on-one coaching sessions with team members to provide constructive feedback and promote skill enhancement.
Facilitate training sessions and workshops aimed at improving agent performance and service delivery.
Adapt to changes in business processes, technology, and team dynamics to maintain the effectiveness of the call center operations.
Implement project management practices to streamline procedures and prioritize tasks effectively, ensuring operational goals are met.
Encourage a culture of open feedback, being receptive to suggestions and adjusting leadership approaches as necessary.
Work collaboratively with cross-functional teams to ensure alignment with broader company objectives and support initiatives.