Internal call center team leader

• Organize and coordinate the activities of the ICC team to achieve quantitative and qualitative goals, including monitoring performance metrics
• Support call center agents in troubleshooting and out-of-schedule issues, while mediating between segments to solve problems efficiently
• Motivate team members by discovering training needs, providing coaching, and actively listening to feedback to resolve conflicts and enhance performance
• Address customer service issues as raised by the ICC and communicate with customers to manage complaints successfully
• Collect ICC feedback and give feedback to the ICC’s Supervisor
• Keep track of retail sales targets
• Manage customers’ complaints related with ICC, using effective problem-solving techniques to resolve issues promptly

• Previous experience in telephone sales, particularly in a similar position, is essential
• Demonstrated experience of at least 2 years in team management is required
• Excellent communication skills both oral and written
• Ability to manage a team
• Exceptional sales and negotiation skills
• Customer oriented personality
• Aptitude for problem-solving and attention to detail
• Effective time management
• Computer literacy (MS Office, Internet)
• Very Good knowledge of English
• Familiarity with CRM software and telecommunication platforms is advantageous

BSc degree will be an asset