APS (Agile Pro Solution) headquartered in the USA with a local office in Skopje is looking for a Call Center Team Leader. Here at APS, we believe that once you have the right skills and motivation to be successful you will be a great fit

We are looking for a skilled Call Centre Team Leader who can lead our representatives to better performance and improve service quality. The Call Centre Team Leader will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

USD Working hours EST

Responsibilities:

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

Requirements:

• Excellent spoken and written English is a must
• Experience in B2C is a big asset
• At least 2 years of Call Center experience (leading role)
• More education or experience in a related field is preferred.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

What we offer:

• Training Program
• Competitive salary and bonuses
• Great working environment
• Benefits and motivational perks

Our biggest assets are our employees and our organizational culture. We strive to create an environment where people feel valued and rewarded.

We are an equal employer, and we welcome everyone matching the experience and skills to apply.

*NOTE: Only the most suitable candidates will be contacted