Cubo Systems

WE ARE HIRING!
We are looking for a Team Lead!

Responsibility.
Be in charge of running and managing the call center daily
Set targets for all other call center agents to meet up with schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members
Prepare forecasts and budgets for the call center
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
Facilitate and organize a training session for all agents and participate in the recruitment of new call center agents
Conduct regular review of all call center agents' performance and organize training sessions for underperformers
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
Keep up with trends and happenings in the industry and ensure adherence to industry standards
Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Requirements.
Proven experience as a call center manager or similar position with min 5 years of experience in customer service/telesales is required
Knowledge of performance evaluation and customer service metrics.
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Send us your resume now to [email protected]

"All things are difficult before they are easy" - Author Unknown