Team Leader

• Team Leadership: Lead, motivate, and mentor a team of customer service representatives to achieve performance targets and exceed customer expectations.
• Performance Management: Monitor team performance through KPIs and quality metrics, providing regular feedback and coaching to improve individual and team results.
• Training and Development: Conduct training sessions for new and existing team members, ensuring they are well-equipped to handle customer inquiries effectively and professionally.
• Workflow Management: Efficiently manage call center workflow, ensuring smooth operations and adherence to schedules.
• Customer Escalations: Handle escalated customer inquiries or complaints with professionalism and a focus on resolution.
• Reporting: Generate and analyze performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction.
• Quality Assurance: Maintain quality assurance standards to ensure consistent service quality and adherence to company policies and procedures.
• Communication: Foster open communication within the team and act as a liaison between the team and senior management, conveying feedback, challenges, and opportunities.
• Adherence to Policies: Ensure team members comply with company policies, procedures, and compliance requirements.

• Pharmacist’s Assistant Post-Basic Certificate preferred.
• Knowledge of relevant health industry regulations and best practices.

• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure and meet performance targets.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.