CALL CENTER OPERATIONS TEAM LEAD

At RANDEM Global, Right People are our biggest asset. We can provide you with the skills and opportunity to develop and reach your full potential – what’s most important is that you’re a good fit and willing to learn. We know that there is no such thing as the perfect applicant with the complete set of skills. We believe in a challenger mindset at RANDEM Global and if you feel that you could challenge and develop into this role, then we want to hear from you.

Have Fun, Grow and Learn with Us!

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

• Managing the day-to-day activities of the team.
• Motivating the team to achieve organizational goals.
• Help us create targets for individuals and teams
• Developing and implementing a timeline to achieve targets
• Hire and onboard new employees
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Delegating tasks to team members.
• Conducting training of team members to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and
communication skills.
• Creating a pleasant working environment that inspires the team.
• Devise ways to optimize procedures and keep staff motivated
• Measure team performance with key metrics such as call abandonment٫ calls waiting٫ sales,
quality, csat, etc.
• Ensure adherence to policies for attendance٫ established procedures etc.
• Keep management well-informed about issues and problems
• Prepare monthly/annual results and performance reports
• Contributing to the growth of the company through a successful team.
• Build and promote strong, long-lasting customer relationships by partnering with them and
understanding their needs
• Communicate with clients via phone/email/chat
• Attend all requested meetings with team, manager, etc.
• Other duties, as assigned

Qualifications/Skills:

• Management and leadership skills
• Proven ability to create, implement and drive process from plan to close
• Meeting KPI goals by monitoring progress
• Analyzing KPI data
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Strong business sense and industry expertise
• Excellent mentoring, coaching and people management skills

What we’re looking for from you:

• You’re someone who brings ideas to the table and likes to get stuck in
• You’re not afraid to speak your mind
• You’re a natural problem-solver and like to be challenged
• You’ve got a positive, can-do attitude
• You’re a team player and looks for a healthy collaboration
• You are looking for growth and constantly learning