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1

call center team leader

  • Follow up day-to-day on the team to make sure that they follow the right process and procedures.
  • Make sure that Customer complaints or requests got solved from the first time to achieve FCR.
  • Track the team performance and set a proper action plan when needed.
  • Monitor Agents’ performance and Transactions then deliver the feedback also effective coaching on time and on a regular basis to each team member.
  • Motivate team members, listen to team members’ feedback and resolve any issues or conflicts.
  • Generate clients’ reports and send them on time.
  • Report team performance to the Supervisor on a regular basis (weekly/monthly).
2

call center team leader

  • Training newbies in the program and motivating other agents to become more productivity 
  • Prepare the salary sheet for the team.
  • Communicate and Make sure that the team got acknowledged by any updates on KB whether it is major or minor.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
3

call center team leader

  • Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
  • Prioritize team and individual goals to effectively achieve business objectives.
  • Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
  • Assisted in training, motivating and coaching team members to meet required center goals.
  • Provided knowledge and resources to prepare each team member for success and top performance.
  • Oversaw call-monitoring, coaching, performance and corrective action for all team members.
  • Coached team members regarding call strategy to effectively reach targets and foster customer retention.
4

call center team leader

  •  Assist supervisor in monitoring performance including customer service skills, job knowledge, and attendance, for each employee
  •  Check and send an email, Voicemail, and online booking request daily 
  •  Communication with the clinic’s coordinators and stay informed about the clinic’s update, be responsible for communicating this to all Call Center Agent 
  •  Be available to assist staff members with any patient issues 
  •  Ensure the working environment is kept clean and organized
5

call center team leader

  • Motivate a team of call center operators on both inbound and outbound calls. 
  • Be available to affect the entirety of the team’s operations. 
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. 
  • Identified development opportunities using quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring on an as-needed basis. 
  • Support employees’ growth and development 
  • Follow the organization’s policies, procedures, and guidelines for performance management