Call Centre Team Leader

Call Centre Team Leader

Sofia, Bulgaria

4200-4700 BGN Gross per month

Job duties

Manage the team reaching to various types of external Partners.

Communicate the customer’s mission to new partners and sign-up new opportunities, and support selected top level partnerships as directed by the customer.

Review and onboard External Providers when indicated by the clients. Address and resolve external Partners’ queries associated with the operations. Manage and schedule the team in collaboration with external Partners and Operations teams.

Job Responsibilities

Communicate and execute KPIs as directed by the client, directing the team members

Make sure the team are providing high quality support to clients, provide ongoing training to the team.

Review challenges and implement plans to ensure they project goes smoothly.

Provide feedback to the clients on a regular basis of team performance.

Hiring new team members to ensure the clients KPIs are met.

Responsible for Training & HR duties for the team members.

Plan and execute new  projects as required by clients.

Define the work schedules for the team.

Monitor the operations to ensure the expected clients standards are met, creating reports and managing operation costs.

Define and manage project documentation and workflows.

Candidate profile

Several years Team lead in a BPO/BPS background, team handling experience, onsite team management experience