Overview
Call Center Team Lead Jobs in Sub-Saharan Africa at remoting.work
Title: Call Center Team Lead
Company: remoting.work
Location: Sub-Saharan Africa
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Job Overview: We are looking for an experienced Call Center Team Led to guide and support our remote customer service team. In this leadership role, you will supervise call center representatives, ensure high-quality service delivery, and help your team meet performance targets. Your ability to train, motivate, and problem-solve will be essential in maintaining operational excellence and customer satisfaction.
Ideal candidate: A supportive and results-driven leader with a passion for developing talent. Your call center expertise allows you to balance coaching with accountability, ensuring both team success and individual growth. Thrive in a fast-paced environment and excel at fostering collaboration, resolving challenges, and driving performance improvements.
Key Responsibilities
- Supervise and mentor a team of 10-15 remote call center agents, providing daily guidance and support.
- Train new hires and conduct ongoing coaching sessions to improve performance.
- Foster a positive team culture through recognition, feedback, and engagement initiatives.
Performance Monitoring & Improvement
- Track and analyze KPIs (e.g., call handling time, customer satisfaction, resolution rates).
- Conduct quality assurance reviews (call monitoring, ticket audits) and provide constructive feedback.
- Address performance gaps with targeted coaching and development plans.
Operational Support & Issue Resolution
- Serve as the escalation point for complex customer issues that agents cannot resolve independently.
- Collaborate with other departments (e.g., Billing, Technical Support) to resolve customer concerns efficiently.
- Ensure compliance with call center policies and procedures.
Reporting & Process Optimization
- Generate weekly/monthly performance reports for management.
- Identify trends in customer complaints and agent performance to recommend improvements.
- Streamline workflows and update training materials to enhance efficiency.
Education & Experience
- Bachelor’s degree in business, Communications, or related field.
- 3-5 years of call center experience, including 1-2 years in a supervisory role.
- Proven track record of meeting/exceeding team performance targets
Technical Skills
- Proficiency in CRM software (e.g., Salesforce, Zendesk).
- Experience with performance monitoring tools (e.g., NICE, Calabrio).
- Strong data analysis skills (Excel, Power BI).
Leadership & Soft Skills
- Coaching & Mentorship: Ability to train and develop team members effectively.
- Conflict Resolution: Skilled at handling team disputes and customer escalations.
- Communication: Clear and professional in both written and verbal interactions.
- Time Management: Balances multiple priorities while ensuring team productivity.
Preferred Qualifications
- Certification in call center management (e.g., CCMA, COPC).
- Experience with workforce management software (e.g., Aspect, Genesys).
- Knowledge of regulatory compliance (e.g., HIPAA, TCPA).
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